Duration: 12 months (Possible extension)
Job Description:
Required technologies: Avaya phone, Office 365 (Access, Outlook, Word, and Excel).
Nice To Have technologies: Call Center and customer service experience, Avaya phone, Rumba, Windows 10, Office 365 (Access, Outlook, Word, and Excel
A typical day would like in this role Switchboard Operators (Service I Operators) receive approximately 150 calls per day from members, providers, community, etc. Each call is routed to the location where the caller can receive assistance needed either from member services, provider services, or other area as needed. Each call is an average of 1 minute long and using specific applications and tools, Operators can search for information and route the call efficiently to provide a positive customer experience.
Good communication skills (e.g., clear, confident, and articulate voice when speaking on the phone). Positive demeanor, Team Player, Adaptable.
The Corporate Switchboard team is a small group of 7 Operators that have formed a very tight knit group where they all work very well together that even extends outside the office. The following describes the team: Professional communication, Efficient, Friendly Atmosphere, Work comradery, Team effort approach to learning (everyone pulls together to assist with any questions to ensure new hires succeed)
Responsibilities:
Receives and processes incoming switchboard calls. Answers and transfers incoming internal and external calls.
Responsible for maintaining departmental reports. Assists department with mailings. Trains new employees.
Experience:
2 years of applicable EDI experience.
Skills:
Organizational skills. Good judgment and customer service skills. Strong listening skills. Good verbal and written communication proficiency. Proficient grammar skills. Ability to navigate through the Windows operating system environment. Must have good typing and talking skills. Ability to multi-task. Ability to remain in a stationary position for extended periods of time.
Required Software and Other Tools: Microsoft Office. Familiarity with computer console and directory. Preferred Software and Other Tools: Working knowledge of switchboard equipment. Work Environment: Typical office environment.
Education:
High School Diploma or equivalent