Jr. Call Center Agent- Bilingual Russian/English in Fitchburg, MA at Jobs | Lyneer Staffing

Date Posted: 11/15/2019

Job Snapshot

Job Description


This position supports Brokerage Transportation Operation by answering inbound and making outbound calls. Providing high level personalized customer service in order to meet our member requests for transportation and assistance for Mass Health PT1 approved members.


Essential Functions/Position Responsibilities:


  • Consistently at minimum, answers 80 to 90 inbound calls in a courteous and professional manner to assist customers with their transportation inquiries


  • Schedules, changes/cancels and confirms transportation arrangements utilizing Customer Relationship Management (CRM) Software

  • Provides follow up calls to customers

  • Keeps records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

  • Dispatches transportation assignments and maintains continual interaction with vendors

  • Sorts and enters PT1 forms updates into consumer database

  • Perform clerical duties which include but are not limited to; faxing, copying, emailing, filling


When duties and responsibilities change, the employee may be asked to perform other duties as required as business needs dictate. Employees are required to identify any changes in their job duties since the descriptions were last reviewed. Additionally, MART may ask that employees conduct a review of their position as part of the performance-evaluation process.

Job Requirements


Qualifications:


  • High School Diploma or equivalent

  • Prior call center experience preferred

  • Excellent listening and communication skills both written and verbal

  • Valid Unrestricted Driver’s License or other reliable means of transportation

     


Skills:


  • Pleasant and friendly mannerism

  • Excellent listening and communication skills both verbal and written, including ability to effectively      communicate with internal and external customers

     

  • Basic computer knowledge/technological skills- adept in using search tools, browsers and also email

         features

  • Ability to comprehend, capture as well as interpret basic customer information

  • Ability to recognize signals of a disgruntled customer and be able to respond without getting angry

  • Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the             needs of the customer, solicit feedback to improve service, respond to requests for service/assistance

  • Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands

  • Punctuality

  • Dependability; to follow instructions as well as take responsibility for own actions

  • Ability to work well as part of a team

  • Attention to detail

  • Sound knowledge of telephone etiquette

  • Excellent computer proficiency (MS Office – Word, Excel and Outlook)

  • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and           providing exemplary customer service

  • Ability to maintain a high level of confidentiality