Customer Service Representative

ONE CALL

Newport Beach,CA

6/22/2020

Care Coordinator I

Shift: Monday-Friday; 11:15 AM to 8:00 PM

Rate of Pay: $14.00/hour

Time Off: 15 days of PTO plus 10 paid holidays in first year

Benefits: Medical, Dental, Vision and 401(k)

Provides customer support to business customers via the telephone and/or Internet (e.g. instant message, email). Handles customer inquiries and resolves simple and basic support issues, such as address changes, processing orders, warranty, or billing/payment. Performs other administrative duties as requested.

GENERAL DUTIES & RESPONSIBILITIES:

  • Provides customer support by phone, email, or instant message to business customers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to the proper Product Support department
  • Processes a high volume of customer inquiries of One Call Care Management products and services
  • Troubleshoots customer problems, identifies the root cause of the problem, and uses tools and resources appropriately to determine how to resolve customer problems
  • When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource
  • Tracks and documents inbound support requests and ensures proper notation of customer problems or issues
  • Updates customer information and ensures accurate entry of contact information
  • Meets the standards of the job, such as quality standards, adherence to schedule, and average handle time
  • May provide guidance and/or mentoring to less experienced Care Coordinators


EDUCATIONAL REQUIREMENTS:

  • A high school diploma or GED is required for this role. Associate or Bachelor s degree is preferable; or the equivalent combination of education, training, and work experience.


Job Requirements:

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

  • Knowledge of the company s products, services and business operations to enable resolution of customer inquiries
  • Excellent customer service skills that build high levels of customer satisfaction
  • Excellent verbal and written communication skills
  • Computer navigation and operation skills
  • Demonstrates effective people skills and sensitivities when dealing with others
  • Ability to work both independently and in a team environment

PHYSICAL/EMOTIONAL DEMANDS & WORK ENVIRONMENTS:

  • For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear
  • For roles located in the field; this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear
  • The employee is occasionally required to stand, walk, and lift objects (up to 10 lbs. weight; up to 4 ft. height) Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus
  • The work environment utilizes florescent lighting; noise level is moderate
  • The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload
  • Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position
  • Please be advised the job description is subject to change at any time

Care Coordinator I:
Entry level role. Basic skills with moderate level of proficiency. Generally performs a high volume of basic customer service inquiries about One Call Care Management s products and services by following standard scripts and procedures. Works under close supervision without latitude for independent judgment. Consults with senior peers and team leads on non-complex issues to learn through experience. Typically requires zero to one year of experience in a call center or customer service-related position in a service industry. Zero- 2 years of experience in the workers' compensation industry.

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