MISSION
Provide consistent and reliable white-glove service with each customer interaction.
REQUIREMENTS
- Must live in the greater Orlando area and will be required to attend the in-person training in the Maitland, FL office in the first 6 weeks.
- Must have a reliable broadband internet connection (DSL, cable or fiber with 25 Mbps or higher) with the ability to directly connect to a router (wired) if negative call quality is observed when using a wireless connection. Satellite, dial-up or personal hot spots are not permitted.
Start date: July 1, 2024
Schedule: Monday through Friday 11:30am - 8pm EST
Compensation: $16.50 per hour plus a Variable pay (performance bonuses)
RESPONSIBILITIES
- Answer telephone calls, obtain caller information, authenticate account holders and verify information.
- Research account and transaction records to resolve caller questions.
- Adhere to regulatory oversight policies and procedures about caller interactions (provide correct and appropriate information, enter detailed notes on caller’s record regarding the nature of the call, maintain and respect caller privacy).
- Inform account holders about procedures related to use of services.
- Maintain and improve quality results by adhering to standards and guidelines as well as recommending improved procedures.
- Ensure job knowledge is current by studying new product changes and system functionality; participate in educational opportunities.
- Apply general processing procedures and specific guidelines to correctly process claims.
- Review and interpret pending claims to determine the appropriateness of the claim status; take necessary actions within policy provisions.
- Achieve and maintain a quality score of 90% or better.
- Achieve an average handle time (AHT) of 350 seconds or less within the first 90 days.
EDUCATION/EXPERIENCE
- High School or GED, or equivalent related work experience.
- 1-2 years Customer Service Call Center experience preferred.
- Basic understanding of Microsoft Office suite.
ROLE-BASED COMPETENCIES
- Ability to independently handle challenging customer interactions with tact, professionalism, and minimal supervisory support.
- Solid interpersonal, verbal, and written communication skills.
- Excellent troubleshooting, decision making, and problem-solving skills.
- Ability to work well independently, and as a team member.
- Ability to multitask, adjust priorities, meet deadlines, and successfully operate in a fast-paced environment.
- Strong organizational, analytical skills; strong attention to detail.
- Ability to follow through on and successfully execute tasks while adhering to specific quality standards.
VALUES (the “How”)
At Alegeus, equally important to the “What” (the individual performance goals that each employee commits to in support of the company’s overall success) is the “How” (the framework of principles that guide how we work together to drive our business forward). Overall performance success will also consider individual delivery on our corporate values:
- Care personally. We connect personally to our "why" - are passionate and purposeful
- Put the end-user first. When we put the end user first, we believe the rest falls into place
- Consistently challenges the status quo. We believe the best solutions haven’t been discovered yet
- Practice the art of inspection. We will turn over every stone to gain deeper insight to guide our actions
- Solve the real problem. We will constantly orient on the true issue at hand and accurately and fully address
The above cited duties and responsibilities describe the general nature and level of work performed by an incumbent assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that a candidate may be expected or asked to perform.
Job Type: Full-time
Pay: $16.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Vision insurance
- Work from home
Experience level:
- 1 year
- No experience needed
- Under 1 year
Shift:
- 8 hour shift
- Evening shift
- No nights
Weekly day range:
Work setting:
Education:
- High school or equivalent (Required)
Ability to Relocate:
- Maitland, FL 32751: Relocate before starting work (Required)
Work Location: In person