Job Description

About Albion Staffing Solutions:
Albion has been offering Temp, Contract and Direct Hire Staffing Services for 20-years from offices located throughout South Florida.  Offering General Admin/Clerical and Light Industrial staffing services, Albion also specializes in the Logistics, Allied Healthcare and Banking industries.

About this opportunity:

Albion Staffing Solutions has a client in need of a Customer Service Representatives (CSR) to work remotely for a busy call center. Customer Service Representatives (CSR) focus on providing prompt, courteous and professional  customer service to the members of our health plan partners.  A CSR objective is to schedule transportation to and from medical appointments for members of our  health  plan partners.  CSR focus  on the interaction  with the caller, taking great pride in providing a superior level of service on each call and documenting the details of the conversation.

DUTIES & RESPONSIBILITIES:

  • Answers   inbound   inquiries   from  health   plan  members   and   representatives,   regarding   the transportation services offered through our health plan partners.
  • Schedules transportation services to and from approved medical locations.
  • Responds quickly  and  professionally to all  customer  calls,  to meet  or exceed established  service level agreements (SLAs), key performance indicators (KPls), and operational service level metrics.
  • Builds effective  and  positive  relationships  and  trust  with  existing  members  by listening  to  and meeting transportation  needs.
  • Confirms member appointments by making proactive, outbound confirmation calls.
  • Follows all  HIPAA and compliance protocols to ensure the protection all members information.
  • Attentively listens to callers to identify efficient solution to their requests.
  • Escalates transportation  and  customer service  concerns to contact center  management  and Leadership team as needed.
  • Performs other related duties as assigned by management including special projects.
  • Participates in New  Hire Training program,  in which  participants are  expected to study and pass course requirements including online testing and practice scenarios.
  • Complete all assigned training/attestations within specified timelines.

 REQUIREMENTS & QUALIFICATIONS:

  • High School degree or equivalent.
  • 2 years experience, preferably in a contact center environment.
  • Ability to type and use a computer and type while  listening to information.
  • Excellent written and verbal communication skills.
  • Proficiency in  Microsoft products and able to use internet search engines.
  • Must be able to adapt to high volume,  fast paced environment.
  • Must be able to work flexible shifts, including evenings, weekends and holidays.
  • Reliable individual able to multi-task.
  • Excellent attendance.
  • Professional appearance and demeanor.
  • Fully bilingual:  English/Spanish; Creole desirable.

For remote/work-from-home CSRs, the following requirements also apply:

  • Home office desk space for small CPU,  Keyboard,  mouse and  Dual  Monitors - 23" screen  LCD with DisplayPort/HDMI (IT equipment will be provided by Alivi)
  • Secure, quiet,  distraction-free  work environment,  without  any  conflicting  responsibilities  during scheduled work shift (conflicting responsibilities may include caring for family member)

COMPETENCIES:

  • Customer  Service  - Manages  difficult  or emotional  customer  situations;  Responds  promptly to customer needs; Solicits customer feedback to improve service; Responds to  requests for service and assistance; Meets commitments.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
  • Customer Service  - Manages  difficult  or emotional  customer  situations;  Responds  promptly to customer needs; Solicits customer feedback to improve service; Responds to  requests for service and assistance;  Meets commitments.
  • Attendance/Punctuality - Is  consistently  at  work and  on time; Ensures  work responsibilities  are covered when absent; Arrives at meetings and appointments on time.
  • Dependability - Follows instructions,  responds to management direction;  Takes  responsibility for own actions;  Keeps commitments; Commits to long hours of work when  necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
  • Professionalism -Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Workplace Location:

Applicants will work remotely

Candidate Advice:

  • Albion uses E-Verify to verify employment eligibility.
  • Pre-Employment and random Drug and Background testing applicable.
  • Only Local Candidates will be considered; no relocation provided.
  • Reliable Transportation to/from the workplace is necessary.