Customer Service Call Center Operator

What are we looking for in our Call Center Operator?

Job title: Customer Service Representative

Location: Phoenix, AZ 85012

Pay Range: $15.00 - $20.00/Hour

Duration: 6+ Months (Possibility of extension)

Responsibilities:

You are MCDPH’s “front line” of all calls, questions, complaints, and compliments.
With diverse incoming calls and varied outbound connections, you represent every Public Health and County entity.
You have an amazing sense of professionalism and are willing to take on that level of responsibility to all constituents.
You understand and embrace the concept of public service and are willing to make community satisfaction your primary priority with every interaction.
Our work is guided, but not scripted.
Transparency and open communication with the team, coupled with critical-thinking, problem-solving, investigation, research, and kindness are the tenets of our work on the CARES Team.

Skills:

Computer literate
Excellent reading and writing competencies
Customer service experience
Excellent communication skills
Attention to detail
Bilingual (Spanish/English) language skills preferred Critical traits and capabilities:
Willingness to learn and the ability to understand guidance and to embrace the research process required to respond to community inquiries
Empathy and exceptional listening skills, with a great attitude that makes every caller feel like they are being heard
Ability to handle pressure well
Ability to stay calm and be emotionally stable, to respond with patience and tact to a difficult caller or a stressful situation
Excellent verbal communication skills: the ability to not just know the right questions to ask, but when to ask them and how to phrase them in the course of your customer interaction
Enhanced people skills
Trustworthy and willing to go above and beyond to ensure a completely- and accurately informed community member
Readily able and willing to collaborate with a team
Professionalism in communication
Professionalism with regards to basic expectations such as on-time arrival and reliability
Awareness of call topics to appropriately identify calls that warrant transfer to Epidemiology
A focus on “Inform, Educate, Empower” – following up every applicable guidance call with an email that contains links to the information shared during the call
Attention to detail in reporting and tracking each call in the Alchemic survey system

Additional Responsibilities:

Support CARES Team’s ability to answer and respond to inbound calls – interview callers to determine the nature of the call and review applicable guidance to determine best response to community inquiries
Process calls received according to policy, procedure and guidance and refer appropriate calls to Epidemiology
Follow up applicable guidance calls with an email containing links to information shared during the call, so that callers have the ability to access current information and changes to that information that may occur over time
Accurately report calls in the Alchemer survey system ensuring each call is captured fully for use in data capture that supports MCDPH awareness and decision making
Support CARES Team outbound call projects as needed and when available due to low call volume; projects will include childhood immunizations, 2nd dose projects, outreach for Strike Team events and other projects depending on the needs of other MCDPH organizations
Accept additional responsibilities such as immunization records requests, CARES Team bookmark administration and processing, TTY phone inbound call management, data entry and other requirements as needed
Independently perform administrative tasks to support the Community Wellness and Health Promotion (CWHP) staff and immunization clinics which may include, but are not limited to ordering clinic supplies, creating signage and other forms specific to the clinic, preparing documents for storage following county policy and medical records standards • Use the Arizona State Immunization Information System (ASIIS) to produce custom reports for leadership when requested
Enter client immunization information into the central database, check database for duplicate records, combine duplicate records (if found), and translate immunization records of clients from other countries to the American equivalent
Prepare immunization program batch log sheets for all clinics, ensuring total balance for clients seen and immunizations administered
Utilizing ASIIS and following HIPAA regulations, search for and release client immunization records for medical providers, school personnel, and parents
Perform quality assurance reviews on data entered into ASIIS, identify trends, and suggest changes.
Passion – you are genuinely excited about working with the community and driven to excellence
A strong work ethic – you thrive with challenges and love to learn; you take pride in your work and give each task your full effort
Integrity – the ability to work with County-approved guidance, ability to creatively find solutions, to accurately problem-solve, and to responsibly represent MCDPH in all interactions
Resiliency – the ability to recover from mistakes. You are motivated, engaged, and happy to seek counsel and happy to be corrected for consistent improvement
Self-awareness – you understand your strengths and also your limitations, you are emotionally intelligent

Skills Required

Superior customer service skills Proficient in MS Office
Ability to communicate and record information accurately.
Ability to ask questions to determine specific needs.
Ability to deal with people patiently.
Ability to proofread and correct errors.
Receive and place telephone calls, fill out and verify information on forms or records, as well as proofread to verify that forms are completed properly.
Handle more difficult issues.
First level problem resolution.

Experience Required