Lead Call Center Representative (Alexandria)

Lead Call Center Representative

TAD PGS INC. is currently seeking a Lead Call Center Representative for one of our clients in Denver CO (Glendale CO) To Apply email kiona.daniels(at)adeccona.com with word copy only of resume include job title to be considered. Please read job description fully. EDUCATION EXPERIENCE High School diploma GED or equivalent certification previous experience in customer service preferably in a Call Center human services health care or service-related field Understanding of the needs and problems of disadvantaged populations Data entry and telephone skills Previous experience with computers phone systems and headsets preferred Excellent organizational interpersonal written and verbal communication skills Ability to perform comfortably in a fast-paced deadline-oriented work environment Ability to successfully execute many complex tasks simultaneously Ability to work as a team member as well as independently JOB RESPONSIBILITIES Responds and makes a best effort to resolve all callers inquires and needs Assists prospective enrollees and people assisting enrollees or acting on their behalf via the phone mail web or in person in accordance with all Department and our client s performance standards policy and procedures and protocols Provides information and direction to callers regarding mail-in and telephone renewals Facilitates caller requests for documents via mail fax email or download Responds to all inquiries with consistency and confidentiality in accordance with our client s privacy policies and refers callers to alternate sources when appropriate Accesses reads and interprets data elements on all applicable and state systems. Escalates calls or issues to the Call Center Lead for resolution as needed Accurately enters data and information into applicable automated systems for processing Uses every call as an opportunity to provide education support and confirms accuracy of customer information in MAXe and state systems as applicable Attends meetings and trainings as requested and maintains up-to-date knowledge of all programs and systems Performs other duties as assigned by management