Call Center Representative - Tucker, GA (Hybrid)

Summary

Join the group that solves business challenges and enhances the way we work and grow. As a Call Center Representative - Tucker, GA (Hybrid) at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve.

Your role in our mission

• 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
• Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow

What we're looking for

• A high school diploma or G.E.D.
• 2 or more years of customer service experience in any industry
• Knowledge of basic help desk software, computer software, and Microsoft Office applications
• Strong problem-solving skills to bring inquiries to effective resolution
• Strong customer service skills with an emphasis on written and oral communication to respond to inquiries professionally
• The ability to understand your role on a team and identify the correct stakeholders to consult to resolve client inquiries

What you should expect in this role

• Work Environment: Hybrid role, with at least 2 days per week on-site, potentially increasing based on business needs
• Training: Approximately 2 weeks on-site
• Assessment Requirement: Candidates will be required to complete a skills and competency assessment before advancing to the next stage of the selection process
• Video Requirements: Video cameras must be on during all interviews and throughout the first week of orientation
• Internet Requirements for Telework/Hybrid Roles: Broadband internet connection with a minimum speed of 24 Mbps download and 8 Mbps upload is required for effective telework/hybrid positions

Employee Benefits & Perks

• Health benefits (medical, dental, and vision) begin on Day 1 of employment
• 401(k) with company match and additional benefits become available within the first few months
• Flexible vacation policy after 90 days of employment, with exceptions requiring manager approval before the employee's start date at Gainwell
• Career growth and advancement opportunities are encouraged and supported
• A company-provided computer is supplied for work use

Pay Range

The pay range for this position is $29,100.00 - $41,600.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.