Job Title: Call Center Agent

Job Summary:

Dasher exists to help people live happy, healthy lives. Dasher’s values center around providing encouragement, compassion, and support to our fellow team members, and paying those values forward when interacting with our clients and our community. The Call Center Agent provides customer service support specifically designed to assist our community in a variety of areas via phone and written communication.

Duties/Responsibilities:

• Handle and carefully respond to all inbound and outbound customer inquiries in an accurate manner
• Use knowledge of client products/services to assist members with inquiries, complaints, or problems and delivers a personalized approach and simplifies the customer experience.
• Work with confidential customer information and treat it sensitively adhering to all client, company, and regulatory compliance laws.

• Document data/information gathered in applicable databases according to department protocol and complete required department reporting, if applicable.
• Identify customers’ needs, clarify information, research issues, and provide solutions.

• Collaborate with other team members to problem solve and improve customer experience.

• Provide general department administrative support as needed.

• Participate in training and educational opportunities.
• Attend business and department meetings (Stand Up, L10, 1 on 1, huddle, trainings, etc.).
• Conduct additional work assignments corresponding with business needs at the direction of supervisor/manager.

Skills/Abilities:

• Ability to effectively communicate complex information with a diverse population.

• Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally.

• Ability to take direction and to navigate through multiple systems simultaneously. 
• Ability to maintain composure under stressful and fast-paced conditions. 
• Knowledge of healthcare industry, preferred but not required.

• Effective active listening skills.

• Experience using Microsoft Office and web-based applications.
• Strong written and verbal communication skills.
• Bilingual in Spanish (speaking, reading, and writing) a plus, but not required.

Education and Experience:

• High school diploma or GED equivalency required.

• One (1) year of customer service experience preferred.
• One (1) year of inbound/outbound call center experience strongly preferred.

• Experience with data entry.

Physical Requirements/Conditions of Employment :

• Ability to reach, bend or stoop to use files and records
• Ability to manage prolonged period of sitting at a desk
• Ability to read standard text and data on a computer terminal
• Ability to hear conversations in a noisy environment
• Ability to communicate verbally in person, over the telephone and in writing

Travel

• No Travel is required for this position

Work Location :

• A hybrid work schedule.

Required Background and Ongoing Verifications

• Pass Dasher’s Background Checks
• Pass Drug Screen
• Pass GSA, OIG, and OFAC exclusions and sanctions checks

Additional screenings and verifications may be required at Dasher’s discretion.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change as necessitated by business demands and work expectations are subject to change. If possible, reasonable accommodations of disabilities will be made where needed to enable the performance of the essential functions of the job.