Contact Center Operations Representative

Job Summary

To support member engagement, the part-time Contact Center Operations Representative will provide effective communication and troubleshooting over the phone while maintaining high service standards and deepening member relationships.

Key responsibilities

• Maintain high service level standards by meeting or exceeding service metrics and utilizing the TMA model of AIDINC
• Demonstrate quality decision-making skills to create solutions that meet member needs while managing risk
• Proactively identify member friction points and contribute to continuous improvement ideas to enhance member and employee experiences

Required qualifications

• High School Diploma or equivalent required
• Minimum of two years customer service experience, preferably in a contact center environment
• Proficient knowledge of MS Office programs including Outlook, Word, and Excel
• Bilingual abilities, including the ability to read, write, and speak Spanish fluently, are preferred
• Ability to adapt to a high-stress, fast-paced environment