Panel Help Desk Associate

Position Summary

As a Panel Help Desk Associate at TriVoca Health, you will provide exceptional customer service to respondents through inbound/outbound calls and emails, aiming to drive respondent satisfaction and retention.

Key Job Responsibilities

• Manage high volumes of inbound/outbound calls and emails while providing high-quality support to respondents while documenting all outreach
• Intake, triage, investigate, and respond to inquiries directed to help desk, maintaining our company’s reputation for high-quality service
• Effectively assess respondent needs and consistently provide accurate, valid, and complete information, aiming to resolve issues with as few touch points as possible
• Administer and prioritize respondent’s tasks and ensure achievement of all deadlines within the required time frame per highest quality standards
• Work with internal teams to troubleshoot issues that impact respondent experiences
• Escalate complex issues appropriately and follow up to ensure timely resolution through outbound calls
• Maintain customer satisfaction ratings outlined in company policy, meeting/exceeding set productivity, quality discipline targets within stipulated timelines
• Multi-tasking across channels and panels

Core Competencies

• Proven customer service experience in inbound/outbound process
• Exceptional phone etiquette skills – excellent verbal and written communication skills in order to deliver quality service and make a difference in the respondent’s experience
• Ability to think outside of the box, listen attentively, solve problems creatively in a timely manner and create win-win situations with internal and external parties
• Ability to multitask and work under high pressure while maintaining on call accuracy
• Proficient in Microsoft Office including Word and Excel

Qualifications

• Education: High School Diploma or equivalent
• Experience: Experience in customer service and calling profile must; Experience with customer service ticketing software a plus