Inbound Contacts Representative 2

Miami, FL Full-time
Posted on November 10, 2019


The Inbound Contacts Representative 2 provides superior customer service by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.


The Inbound Contacts Representative 2 acts as a universal customer service agent and provides friendly, comprehensive service regarding the diversity of issues from ordering durable medical equipment to grievance and appeals. Records details of inquiries, comments or complaints, transactions or interactions and take action in accordance with it. Escalates unresolved and pending customer service grievances. Performs other relevant duties deemed necessary to achieve department and company-wide goals. Decisions typically focus on the interpretation of area/department policy and methods for completing assignments. Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing and works under minimal direction. Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion. The ideal candidate approaches their work with integrity and excellence and strives to make customers happy through every interaction.

Benefits and Perks of this Opportunity:

• Competitive compensation with a base salary and bonus eligibility

• Extensive training - at least 10 weeks!

• A chance to develop well-rounded and competitive skills

• Robust benefits as a full-time employee including health, dental, vision, tuition assistance, 401(k) and more.

Effective first day

– no waiting period!

• Professional development opportunities including career advancement and mobility, virtual learning platforms, networking opportunities through our network resource groups, mentoring programs and more!

Required Qualifications

• Bilingual in English and Spanish - the ability to read, write and speak both languages without limitation or assistance (language test required as a condition of employment)

• High School Diploma or equivalent

• 2+ years of customer service experience

• Excellent verbal and written communication skills

• Strong computer skills utilizing multiple computer applications simultaneously

• Ability to maintain a professional demeanor, practicing strict confidentiality for all sensitive information

• Strong initiative with the ability to adapt to change quickly and be empathetic

• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

• The ability and willingness to work a regular 8-hour shift between the hours of 8 a.m. to 8 p.m. EST. Monday through Sunday with the flexibility to work weekends and/or overtime based on business needs

• The flexibility to train during any 8-hour shift between 8 am to 7 pm EST Monday through Friday

Preferred Qualifications

• Associates or Bachelor's Degree

• Call center experience