Customer Service Representative
RPO Inc RPO Inc McAllen, TX McAllen, TX Contract Contract $17 an hour $17 an hour 1 day ago 1 day ago 1 day ago Title:
Customer Service Advocate 1 Location:
Fully Remote (McAllen, TX) Duration:
3 months contract Target Start Date (based on successful onboarding completion):
03/25/2024 Shift:
Classroom Training Hours:
9 am - 6:
30 pm CST (2 Weeks) Nesting Shift Hours:
11:
30 am - 8 pm CST (3 Weeks with rotating weekends) Production Schedule Open Availability and Flexibility (looking to hire Mid Shift) Schedules can vary drastically since we are a 24/7 operation to include working weekends and holidays.
Must be flexible to work any hours whether morning, day, evening overnight, weekends, and holidays.
Candidates need to be locked down on working afternoon and night shifts.
Actual shift info will be sent (three options) before starting and they will get 1st, 2nd, 3rd choice.
They need to be locked down on being flexible and not working 1st shift.
Non-Negotiable Requirements:
MUST HAVE 100% ATTENDANCE, NO TIME OFF ALLOWED DURING THE ENTIRE TRAINING PERIOD.
Must be FLEXIBLE and AVAILABLE to work on Any Assigned Shifts/Weekends/Holidays and overtime.
Must be constantly on Video and responsive to Managers.
Must have reliable internet, minimum 50 Mbps, must attach a screenshot Must pass a knowledge check(s) during training- 3 attempts.
After the third failed attempt, we will terminate.
Walk me through the day-to-day responsibilities of this role and a description of the project:
These openings are for supporting the call volume for our internal and external health plans.
Answer incoming healthcare contact center calls and route them appropriately to clinical staff.
Gather and verify demographic information and document calls using standard computer software and systems.
Use tools and apply problem-solving skills to identify immediate caller needs, including potential crisis calls; escalate crisis calls according to standard operating procedures.
Use verbal communication strategies to effectively elicit information, gain confidence from the caller, and provide reassurance.
Answer the inbound calls and make outbound calls according to department policies and procedures.
Use active listening skills and interviewing techniques to accurately identify the caller's presenting concerns.
Identify and employ alternative approaches to communicate with callers when encountering barriers.
Describe the performance expectations/metrics for this individual and their team:
During training - attendance is a key metric.
Need to attend training 100% of the time for the first 2 weeks, any days missed will result in valuable information missed that make it difficult to catch up.
There is a set curriculum and agenda.
Candidates who miss training time have not historically been successful in the role.
5 weeks post-training:
Quality, Adherence, Productivity, Documentation, and Attendance will be measured regularly.
Tell me about what their first day looks like:
Day 1:
Complete initial new hire orientation - modules for the first half day, then curriculum and agenda for next few weeks will be presented during the second half of day 1 2 weeks of in-class training, phones for 2 weeks, then in-class training to finish materials Final nesting period before starting production schedule What previous job titles or background work will be in this role? Call center, customer service/retail experience - due to nature of needing to be available to work on holidays (operations are 365 days/year) Required Skills/Experience/Education:
1
years of Customer Service in Call Center setting experience Must be Bilingual in English and Spanish (Must take Spanish assessment test & scenario question in the interview) Must be FLEXIBLE and AVAILABLE to work on Any Assigned Shifts/Weekends/Holidays and overtime.
No time off is allowed for the entire training period.
Strong Typing Skills 30
WPM, Microsoft Office Skills, Multitasking multiple systems/monitors.
Knowledge of medical terminology and medical records retrieval is preferred High School Diploma or GED required.
Must send typing test result (typingtest.
com) and Internet Speed Test (speedtest.
net) Job Type:
Contract Salary:
$17.
00 per hour Expected hours:
No less than 40 per week
Benefits:
401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Life insurance Paid time off Vision insurance Schedule:
8 hour shift Weekends as needed
Experience:
Call center:
1 year (Required) Language:
Spanish (Required) Ability to Commute:
McAllen, TX (Required) Work Location:
Remote.
Estimated Salary: $20 to $28 per hour based on qualifications.
Customer Service Advocate 1 Location:
Fully Remote (McAllen, TX) Duration:
3 months contract Target Start Date (based on successful onboarding completion):
03/25/2024 Shift:
Classroom Training Hours:
9 am - 6:
30 pm CST (2 Weeks) Nesting Shift Hours:
11:
30 am - 8 pm CST (3 Weeks with rotating weekends) Production Schedule Open Availability and Flexibility (looking to hire Mid Shift) Schedules can vary drastically since we are a 24/7 operation to include working weekends and holidays.
Must be flexible to work any hours whether morning, day, evening overnight, weekends, and holidays.
Candidates need to be locked down on working afternoon and night shifts.
Actual shift info will be sent (three options) before starting and they will get 1st, 2nd, 3rd choice.
They need to be locked down on being flexible and not working 1st shift.
Non-Negotiable Requirements:
MUST HAVE 100% ATTENDANCE, NO TIME OFF ALLOWED DURING THE ENTIRE TRAINING PERIOD.
Must be FLEXIBLE and AVAILABLE to work on Any Assigned Shifts/Weekends/Holidays and overtime.
Must be constantly on Video and responsive to Managers.
Must have reliable internet, minimum 50 Mbps, must attach a screenshot Must pass a knowledge check(s) during training- 3 attempts.
After the third failed attempt, we will terminate.
Walk me through the day-to-day responsibilities of this role and a description of the project:
These openings are for supporting the call volume for our internal and external health plans.
Answer incoming healthcare contact center calls and route them appropriately to clinical staff.
Gather and verify demographic information and document calls using standard computer software and systems.
Use tools and apply problem-solving skills to identify immediate caller needs, including potential crisis calls; escalate crisis calls according to standard operating procedures.
Use verbal communication strategies to effectively elicit information, gain confidence from the caller, and provide reassurance.
Answer the inbound calls and make outbound calls according to department policies and procedures.
Use active listening skills and interviewing techniques to accurately identify the caller's presenting concerns.
Identify and employ alternative approaches to communicate with callers when encountering barriers.
Describe the performance expectations/metrics for this individual and their team:
During training - attendance is a key metric.
Need to attend training 100% of the time for the first 2 weeks, any days missed will result in valuable information missed that make it difficult to catch up.
There is a set curriculum and agenda.
Candidates who miss training time have not historically been successful in the role.
5 weeks post-training:
Quality, Adherence, Productivity, Documentation, and Attendance will be measured regularly.
Tell me about what their first day looks like:
Day 1:
Complete initial new hire orientation - modules for the first half day, then curriculum and agenda for next few weeks will be presented during the second half of day 1 2 weeks of in-class training, phones for 2 weeks, then in-class training to finish materials Final nesting period before starting production schedule What previous job titles or background work will be in this role? Call center, customer service/retail experience - due to nature of needing to be available to work on holidays (operations are 365 days/year) Required Skills/Experience/Education:
1
years of Customer Service in Call Center setting experience Must be Bilingual in English and Spanish (Must take Spanish assessment test & scenario question in the interview) Must be FLEXIBLE and AVAILABLE to work on Any Assigned Shifts/Weekends/Holidays and overtime.
No time off is allowed for the entire training period.
Strong Typing Skills 30
WPM, Microsoft Office Skills, Multitasking multiple systems/monitors.
Knowledge of medical terminology and medical records retrieval is preferred High School Diploma or GED required.
Must send typing test result (typingtest.
com) and Internet Speed Test (speedtest.
net) Job Type:
Contract Salary:
$17.
00 per hour Expected hours:
No less than 40 per week
Benefits:
401(k) 401(k) matching Dental insurance Flexible schedule Health insurance Life insurance Paid time off Vision insurance Schedule:
8 hour shift Weekends as needed
Experience:
Call center:
1 year (Required) Language:
Spanish (Required) Ability to Commute:
McAllen, TX (Required) Work Location:
Remote.
Estimated Salary: $20 to $28 per hour based on qualifications.
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