Connection Representative

Job Description

REQUIREMENTS

• 1-3 years call Center experience, including ability to work on multiple monitors
• Experience in Long Term Care, geriatric care, home health, and/or sensitivity to the needs of seniors
• Outstanding conversationalist who is proactive, persuasive, persistent, respectful, assertive, and able to multitask
• Exceptional customer service, active listening, and verbal, written communication skills, professional voice presentation
• Ability to set priorities and manage time effectively, meeting individual/team qualitative and quantitative targets
• High integrity with a passion for learning about the long-term care industry
• Reliable with the ability to work productively as a team and independently
• Excellent organizational and time management skill
• Proficient with computer applications such as MS Office, email, and other office procedures
• Ability to think critically and solve problems quickly, adaptable to new experiences and consistent change

RESPONSIBILITIES

• Handle inbound and outbound calls, at times using scripts, for customers interested in our client’s services
• Through fact finding, active listening and critical thinking skills, quickly and accurately determine how best to handle each call, delivering first call resolution
• Review, process and route transactions including, but not limited to: web forms, emails, mailings, and chat
• Document all calls and transaction work clearly and concisely, in addition to handling any follow up work
• Participate in engagement exercises through outbound calls to share exciting product features of our client’s services
• Match customer’s care needs with appropriate care options based on the provider’s capability, availability and rates
• Actively negotiate preferred pricing with long term care providers, as needed
• Prepare, quality review and send information on care services, providers and other educational material
• Prevent escalations by tackling issues quickly through proactive conflict resolution
• Support pilots and implementation of new product and service offerings, including research
• Understand and strive to meet or exceed call center metrics while providing excellent, consistent customer service
• Other duties as assigned by the manager that support our client’s business needs, changes, and new initiatives

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