Pearl Interactive Network is seeking Customer Service Representatives to support a Contact Center. The Customer Service Representative III is responsible for answering incoming calls from the public, related to COVID-19 vaccination scheduling questionnaires or communications.
Evaluate the needs of the caller to determine the best course of action to assist in scheduling a COVID-19 vaccine appointment.
Maintain a current understanding of CDC information on regulations, policies, and procedures to provide knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner.
Adhere to the Privacy Act as it relates to the confidentiality of information provided by callers.
Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.
Escalate calls or issues to the appropriate designated staff for resolution, as needed.
May be required to make outbound calls to follow up on vaccination questions.
Track and document all inquiries using the applicable systems.
Facilitate translation services for non-English speaking callers according to outlined procedures.
Attend meetings and trainings, as requested, and maintain up-to-date knowledge of all programs and systems.
Meet quality assurance (QA) and other key performance metrics.
Report problems that occur and assist with the resolution.
Utilize databases and written materials to look up and provide information to telephone inquiries.
Respond to telephone inquiries within the set departmental staffing and time parameters.
Classification: Full-time, Non-Exempt
Operating Hours: 8am - 12am EST, Mon. - Sun.
Salary: $17 - $18 per hour
Preferred Locations: Alabama, Florida, Georgia, Mississippi, Ohio
Computer with Windows 10 or Mac OS 10.14 (Mojave) or higher
Broadband internet connection (No Satellite connections) with the minimum download/upload speed of 20Mbps/10mbps. Test your equipment at speedtest.com to verify.
Wi-Fi only connectivity, prohibited. Ethernet cable access only
Private and secure workspace within your home (away from other people and noise)
Audio headset with a microphone for the home computer is preferred
High School Diploma or GED
Minimum 6 months experience in medical or public health discipline, medical office or nursing experience preferred
Effective communicator with strong ability to provide empathy and excellent customer experience
Clinical knowledge of and experience in medical, public health and/or CDC related topics
Strong data entry and telephone skills, typing and accuracy
Proficient internet search skills
Working knowledge of Microsoft Office and ability to learn and utilize software applications
Excellent organizational, interpersonal, written, and verbal communication skills
Problem solving and customer service skills
Ability to perform comfortably in a fast-paced work environment
Embrace our winning Pearl Culture which promotes our employee's desires and efforts to serve our consumers, coworkers, clients, and community by exhibiting our Pearl values of customer satisfaction, teamwork, & family atmosphere, quality, respect, transparency, and innovation.
TO APPLY/DETAILS - SEE ORIGINAL JOB POST - CLICK HERE
**If link no longer works, it's probably filled or no longer available.