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Call center employees typing and working at their computers

Call Center Agent (CCA)

Location: Endicott Sites (REMOTE)

Reports To: General Manager

Non-Exempt/Hourly Rate: Commensurate with Ability

Hours/shifts: To Be Determined - Call Center Open 24/7/365

Position Summary:

Answers inbound telephone calls from clients, patients, and customers using the call center telephony software. Speaks in a friendly, courteous and professional manner. Also dispatches out-bound calls as needed while following customized account instructions.

Job Duties / Responsibilities / Essential Functions:

Must be able to communicate in a professional, positive and courteous manner with all clients, callers, visitors, and staff; both external and internal.

Be able to meet the physical demands of the job within the described work environment.

Serve as an Endicott Call Center professional representative and be able to provide customized service for our clients, our clients’ patients, and our clients’ customers.

Apply personal ethics, honesty, initiative, flexibility, responsibility and confidentiality in carrying out customer support functions.

Maintain the utmost confidentiality and security as it pertains to clients and Endicott Call Center Services as covered under the Electronic Communications Privacy Act and in accordance with the policies and procedures of The Endicott Call Center Services.  Complete the HIPAA certification and annual recertification.

Take incoming calls while following the Endicott Excellence call-handling guidelines. Dispatch calls as needed per client account instructions.

Meet the minimum “quality standard” of 80% or above per call-monitoring evaluation, and meet “in-rotation” time requirements of 93% per the Call Center Performance Standards by being available at your station and in rotation.

Maintain regular attendance – show your responsibility and initiative.

Required to work on weekends and holidays, and be available for extra shifts as needed; including adverse weather conditions, as the Call Center is open 24/7/365.

Multi-task; be able to change from one task to another without loss of efficiency or composure.

Complete all training sessions as provided.

Attend all mandatory Agent meetings.

Perform other duties as assigned.

Required Knowledge / Skills / Abilities / Qualifications:

  • Type at a minimum 25-30 words per minute
  • Excellent sense of accuracy