Call Center Representative Senior at SSM Health

Richmond Heights, Missouri, United States -

Full Time

Start Date

Immediate

Expiry Date

07 Mar, 26

Salary

0.0

Posted On

07 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Call Center Operations, Training, Data Entry, Problem Solving, Communication, Triage, Performance Monitoring, Escalation Management, Orientation, Compliance, Resource Management, Team Leadership, Issue Resolution, Reporting, Time Management

Industry

Hospitals and Health Care

Description

It's more than a career, it's a calling. MO-SSM Health 7980 Clayton RD Worker Type: Regular Job Highlights: Schedule: Monday - Friday 8:30 am - 5:00 pm Location: 7980 Clayton Rd. The Senior Call Center Representative will work in a high volume call center department and orient new staff during the onboarding process. While this team does offer some remote work from home opportunities, employees must work in office for the first 90 days minimum. Prior to working from home all employees must be able to meet and maintain all performance expectations. This standard of work must be maintained while working remote. Senior Call Center Representatives will also need to be available to complete onsite training for new hires on an ongoing basis. 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. Explore All Benefits SSM Health is an equal opportunity employer. SSM Health does not discriminate on the basis of race, color, religion, national origin, age, disability, sex, sexual orientation, gender identity, pregnancy, veteran status, or any other characteristic protected by applicable law. Click here to learn more.

Responsibilities

The Senior Call Center Representative answers incoming calls, performs triage of inquiries, and responds to escalated inquiries with limited supervision. They also oversee the orientation and training of new staff and handle escalated calls using defined protocols.