Call Center Representative Senior

It's more than a career, it's a calling.

MO-REMOTE

Worker Type:

Regular

Job Highlights:

Hours: 8:30a-5p Monday - Friday

Remote after 60 - 90 days in-office training

Must be Metro-St. Louis local

Job Summary:

Answers incoming calls and performs triage of inquiries. Responds to escalated telephone and internet inquiries from customers seeking information or resources, with limited to no supervision.

Job Responsibilities and Requirements:

PRIMARY RESPONSIBILITIES

• Performs tasks using standards or knowledge acquired through experience. Serves as a resource to those with less experience.
• Collects relevant caller data to assist with measurement, tracking and reporting activities. Tracks inquiries, questions and answers and provides resolution. Identifies issues and offers solutions.
• Assigns, monitors and reviews progress of work. Monitors and reports compliance with policies and/or procedures.
• Oversees and evaluates orientation and training of assigned associates. May provide input in the review and evaluation of staff performance.
• Handles escalated calls using defined protocols and independent judgement to escalate more complex issues to the appropriate resource in order to rapidly resolve customer issues.
• Performs other duties as assigned.

EDUCATION

• High School diploma/GED or 10 years of work experience

EXPERIENCE

• Two years' experience

PHYSICAL REQUIREMENTS

• Frequent lifting/carrying and pushing/pulling objects weighing 0-25 lbs.
• Frequent sitting, standing, walking, reaching and repetitive foot/leg and hand/arm movements.
• Frequent use of vision and depth perception for distances near (20 inches or less) and far (20 feet or more) and to identify and distinguish colors.
• Frequent use of hearing and speech to share information through oral communication. Ability to hear alarms, malfunctioning machinery, etc.
• Frequent keyboard use/data entry.
• Occasional bending, stooping, kneeling, squatting, twisting and gripping.
• Occasional lifting/carrying and pushing/pulling objects weighing 25-50 lbs.
• Rare climbing.

REQUIRED PROFESSIONAL LICENSE AND/OR CERTIFICATIONS 

• None

Department:

8565000125 STLPO Centralize Contact Center

Work Shift:

Day Shift (United States of America)

Scheduled Weekly Hours:

40

Benefits:

SSM Health values our exceptional employees by offering a comprehensive benefits package to fit their needs.

• Paid Parental Leave: we offer eligible team members one week of paid parental leave for newborns or newly adopted children (pro-rated based on FTE). 

• Flexible Payment Options: our voluntary benefit offered through DailyPay offers eligible hourly team members instant access to their earned, unpaid base pay (fees may apply) before payday.

• Upfront Tuition Coverage: we provide upfront tuition coverage through FlexPath Funded for eligible team members.