Call Center Representative - Montgomery, AL (Onsite)

Summary

Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

About the role

This is an important position in Gainwell’s commitment to helping clients deliver better health and human services outcomes. Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed. Put your skills to work to solve client problems, update account history and follow up with clients to confirm their inquiry or request is resolved. Adhere to the client’s SLAs and consistently meet production targets. Collaborate with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes. Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow.

Responsibilities

• Provide knowledgeable responses to basic client questions
• Elevate more complex cases to appropriate staff as needed
• Solve client problems, update account history and follow up with clients to confirm their inquiry or request is resolved
• Adhere to the client’s SLAs and consistently meet production targets
• Collaborate with team members, management and clients to resolve client inquiries
• Cross-train new resources in customer service processes
• Review and recommend changes to procedures and workflow to process client inquiries more efficiently and effectively

Requirements

• High school diploma or GED required with previous office or clerical experience
• Strong written and verbal communication skills, including professional telephone etiquette with a confident demeanor when interacting with callers and customers
• Effective multitasking skills, with the ability to manage multiple responsibilities without losing focus or quality
• Proficient in using a computer, with a basic understanding of Microsoft Office applications (Outlook, Word, Excel)

Qualifications

None specified

Skills

None specified

Benefits

None specified

Pay

The pay range for this position is $27,200.00 - $38,900.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

Schedule

This is an onsite position in Montgomery, AL. Work Schedule: Monday through Friday, 8:00 AM – 5:00 PM during initial training. Once training is completed, the schedule will transition to include a rotating shift from 12:00 PM – 8:00 PM, as well as rotating Saturdays and holidays (9:00 AM – 5:00 PM). Schedule rotations are shared across the entire call center team.