Remote Customer Service Representative in Birmingham, AL at Vaco

Job Description

Remote Customer Service Representative

Location: Remote but must be in or near Birmingham, AL

Pay: $15.86/hr.

** Must be flexible to work any shift. Hours of operation are 7 days a week 7AM - 11PM CT

**Must have access to reliable internet and will be required to use personal computer/laptop

Job Summary

The Customer Service Representative III will respond to inquiries resulting from COVID-19 vaccination scheduling questionnaires or communications. Agents will answer incoming calls from the public related to COVID-19 vaccination scheduling. This position will require Agents to use independent judgement to understand the logistics of available timeslots and if the location, distance and/or time of available appointments is a reasonable distance/timeframe to book an appointment. The position may require Agents to make outgoing calls to follow up on vaccination questions.

Essential Duties and Responsibilities:

• Agents will be required to evaluate the needs of the caller to determine the best course of action to assist in scheduling a COVID-19 vaccine appointment.
• Transfer/refer caller to appropriate entities according to the established guidelines.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Maintain a current understanding of CDC information on regulations, policies, and procedures in order to provide knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner.
• Adhere to the Privacy Act as it relates to the confidentiality of information provided by callers.
• Continually look for and suggest process improvements, which will benefit Maximus, CDC, and the public (inquirers)
• Respond to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate.
• Escalate calls or issues to the appropriate designated staff for resolution, as needed.
• Track and document all inquiries using the applicable systems.
• Facilitate translation services for non-English speaking callers according to outlined procedures.
• Attend meetings and trainings, as requested, and maintain up-to-date knowledge of all programs and systems.
• Meet quality assurance (QA) and other key performance metrics.
• Report problems that occur and assist with the resolution.
• Utilize databases and written materials to look up and provide information to telephone inquiries
• Respond to telephone inquiries within the set departmental staffing and time parameters

Education and Experience:

• 6 months experience in medical or public health discipline
• High School Diploma or GED
• Effective communicator with strong ability to provide empathy and excellence customer experience
• Clinical knowledge of and experience in medical, public health and/or CDC related topics
• Strong data entry and telephone skills
• Proficient internet search skills
• Working knowledge of Microsoft Office and ability to learn and utilize software applications
• Excellent organizational, interpersonal, written, and verbal communication skills
• Excellent listening, comprehension, communications (verbal and written) problem solving and customer service skills
• Ability to perform comfortably in a fast-paced work environment
• Ability to successfully execute many complex tasks simultaneously
• Ability to work as a team member, as well as independently
• Previous experience with computers, phone systems, and headsets preferred
• Previous experience in customer service preferred

Physical Requirements / Working Environment:

• Prolonged periods of sitting at a desk and working on a computer
• Works remotely
• May be required to work scheduled holidays
• Overtime may be required