Participant Services Specialists

Employment Type

: Full-Time

Industry

: Miscellaneous



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Position Title: Call Center Specialist (Spanish – Must)/ Participant Services Specialists

Duration: 2+ Months (maximum possibility of extension)

Location: Brentwood, TN

Requirements:

  • Participant Services Specialists receive inbound calls and provide non-clinical and first-tier technical support.
  • Specialists will manage to a support email inbox to resolve any inquiries that come to the department via email.
  • Routinely research and resolve non-development and non-clinical related member issues and provide follow-up with outbound telephone contact.
  • Provide basic technical web support to resolve user errors.
  • Retrieve voicemails and return department- specific inquiries.
  • Retrieve and document member issue details, investigate, facilitate the escalation of issue resolution with open communication to their team lead.
  • Familiarity w/ tools and systems applicable to their position.
  • Utilize grievance/complaint tracking system to ensure that each inquiry is accurately documented and resolved in a reasonable amount of time.
  • Utilize reports and data to recommend positive change for the member and organization.
  • The essential functions listed represent the major duties of this role, additional duties may be assigned.

Qualifications:

  • High school diploma/GED - does not need a helpdesk person.
  • Two years of customer service/call center experience.
  • Someone with some call center and some troubleshooting from a technical side, would be helpful, but not a Tier 1 triage support specialist.
  • Two years of customer service and/or account management experience
  • Demonstrated skills in critical thinking, diplomacy and positive relationship building
  • Outstanding customer service skills including problem solving , active listening and patience


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