Call Center Agent
Position Title: Backup Care Specialist
General Purpose: To assist clients in finding and scheduling temporary child and adult care using our exclusive national network of care providers.
Essential Duties/Responsibilities:
- Triage incoming calls
- Educate clients on Backup care program/policies and assist with registration
- Complete intake process and open cases as needed
- Place outgoing calls to providers to check care availability and schedule appropriate care
- Follow communication/update expectations with clients, in accordance with the Backup Care Options policies or other agreed upon time frames set by client
Job Qualifications:
Knowledge, skills, and abilities:
- Referral Specialist and/or comprehensive call center knowledge
- Outstanding customer service skills
- Excellent verbal and written communication skills
- Exceptional organizational and time management skills
- Typing proficiencies of 35 wpm/and above average data entry skills
- Ability to work closely with other team members and departments
- Proficient in basic Microsoft applications
- Ability to learn Business Mapping software
Education:
- High school diploma or equivalent
Experience:
- 2 years customer service/referral specialist and/or 2 years call center experience
- Childcare Center and/or Home Care Agency exposure preferred
Work Environment:
- Fast paced
- Heavy inbound/outbound call center
- No sales
- Service provider
- Customer-centered
- Fun and exciting
- Professional development opportunities
- Room for advancement
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.