The Call Center Representative will be part of a team answering incoming calls from customers of certain Performant clients, responsible for understanding customer needs and providing excellent customer service.
•Complete all required training, and appropriately apply information provided and learning to performing the duties.
•Answering inbound calls in a timely & courteous manner
•Actively listen and understand customer requests, questions and/or complaints
•Provides prompt and accurate answers to questions and/or direction to applicable resources form or contact
•Maintain professionalism with difficult customer interaction
•Accurately input data into the applicable system as required to document call activity.
•Ability to quickly understand information and situations and provide appropriate response
•Convey information effectively
•Consistently perform job duties achieving expected productivity and quality metrics for job duties and assignments.
•Assist in identifying trends and specific issues based upon service requests and activity
•Other duties as may be assigned
***IMPORTANT COVID RELATED INFORMATION***
•Hiring for this position is specific to a client program intended to begin training on specific start dates.
•Offers of employment for this position are contingent upon successful completion of required pre-employment background, drug screening, and required government clearance process.
•Training must be successfully completed, and clearance must be received prior to placement on the client program. Delay of the program by the client, failure to successfully complete all steps to submit for clearance in a timely manner, delay in receipt of clearance and/or denial of clearance may result in placement on temporary furlough or separation.
• Work in this position is intended to be performed remotely from the employee’s home which must be located within the following specific area(s) approved for these positions – San Angelo, Texas (Tom Green County)
•Must be able to meet requirements for and perform work assignments in accordance with Company policies and expectations on a home remote basis (and must meet Performant remote-worker requirements).
•Basic office equipment required to perform remote work is provided by the company. Remote work requirements include, but not limited to, acceptable working internet, safe and appropriate work-space, location allows distraction-free work, and ability to maintain confidentiality.
Must be able to meet requirements for and perform work assignments in accordance with Company policies and expectations on a home remote basis (and must meet Performant remote-worker
*Note - All employees and contractors for Performant Financial may and/or will have access to Sensitive, Proprietary, Confidential and/or Public data. As such, all employees and contractors will have ownership and responsibility to report any violations to the Confidentiality and Integrity of Sensitive, Proprietary, Confidential and/or Public data at all times. Violations to Performant’s policy related to the Confidentiality or Integrity of data may be subject to disciplinary actions up to and including termination.