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Customer Call Center Representative II

QTC Management, Inc. - San Antonio, TX

Job Description:

Job Summary:

Responsible for answering, processing, and documenting all calls from customers and representatives. Acts as service liaison between the customer and internal operational staff, and delivers exceptional customer service at all touch points.

Essential Duties and Responsibilities:

Provides clients with customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests

Triages customer needs to include verification of demographics, appointment inquires, and mileage check inquires

Clarifies customer inquiries by researching, locating, and providing information to the appropriate entities

Resolves customer concerns and appropriately escalates any unresolved matters in a timely manner to the next appropriate department or level

Promotes electronic communication services by recognizing opportunities to utilize advanced case management technology

Accurately documents all call information in case management system according to standard operating procedures

Efficiently utilizes tools and available resources such as: ECW, UCM, examinee portal, and other tools as necessary

Any other duties as assigned

Competencies:

Ability to prioritize customer follow up calls when necessary

Adaptable with the ability to follow standardized process workflow on a daily basis

Provide exceptional customer service to both internal and external customers

Strong knowledge of administrative processes

Demonstrated ability to work as a team member as well as an individual contributor

Ability to interact with all levels of staff

Ability to effectively manage competing priorities in a fast paced environment

Proficient in relevant computer applications (i.e. call center phone systems, Electronic Scheduling software) with an ability to learn new software quickly

Excellent data entry and typing skills

Ability to work various shifts and hours to cover multiple times zones

Education and/or Experience: (

includes certificate & licenses

Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time.

QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, sexual orientation, people with disabilities protected under law, and  protected veteran status.

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Job Summary:

Responsible for answering, processing, and documenting all calls from customers and representatives. Acts as service liaison between the customer and internal operational staff, and delivers exceptional customer service at all touch points.

Essential Duties and Responsibilities:

Provides clients with customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests

Triages customer needs to include verification of demographics, appointment inquires, and mileage check inquires

Clarifies customer inquiries by researching, locating, and providing information to the appropriate entities

Resolves customer concerns and appropriately escalates any unresolved matters in a timely manner to the next appropriate department or level

Promotes electronic communication services by recognizing opportunities to utilize advanced case management technology

Accurately documents all call information in case management system according to standard operating procedures

Efficiently utilizes tools and available resources such as: ECW, UCM, examinee portal, and other tools as necessary

Any other duties as assigned

Competencies:

Ability to prioritize customer follow up calls when necessary

Adaptable with the ability to follow standardized process workflow on a daily basis

Provide exceptional customer service to both internal and external customers

Strong knowledge of administrative processes

Demonstrated ability to work as a team member as well as an individual contributor

Ability to interact with all levels of staff

Ability to effectively manage competing priorities in a fast paced environment

Proficient in relevant computer applications (i.e. call center phone systems, Electronic Scheduling software) with an ability to learn new software quickly

Excellent data entry and typing skills

Ability to work various shifts and hours to cover multiple times zones

Education and/or Experience: (

includes certificate & licenses

Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation

This job description supersedes all prior job descriptions and is intended to describe the general content and essential requirements for the position listed above. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to add or change the duties of this position as required at any time. QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company has an ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassment and retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard to race, color, creed, religion, ancestry, national origin, age, sex, sexual orientation, people with disabilities protected under law, and  protected veteran status. >

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17 days 15 hours ago

QTC Management, Inc.

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Please review all application instructions before applying.

Location: San Antonio, TX

Company Profile:
QTC is currently the largest private provider of government-outsourced occupational health and disability examination services in the nation. We employ more than 540 experienced clinical, operational, and corporate associates located within 39 company-owned and government-based facilities across the nation.