Contact Center Operations Representative

Job Summary

To enhance member relationships, the part-time Contact Center Operations Representative will provide effective communication and troubleshooting support over the phone, working 30 hours per week with a rotating schedule between 7:30 am to 5:30 pm Monday through Thursday and until 6 pm on Fridays.

Key responsibilities

• Maintain high service level standards by meeting or exceeding service level metrics and utilizing the TMA model of AIDINC
• Demonstrate quality decision-making skills to create solutions that meet member needs while managing risk and uncertainty
• Proactively identify member friction points and continuous improvement ideas to ensure exceptional 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 fluency in Spanish, are preferred
• Ability to operate a computer and occasionally lift up to 10 pounds with accommodations