![]() Customer service representatives (CSRs) play an important role in influencing the customer experience and therefore, organizations should look for the following qualities when hiring them: They may do this using a variety of channels, including phone, chat, email and social media. Call Center Experience is desire but not required.What is a Customer Service Representative (CSR)?Ī customer service representative (CSR) – also called an agent – is a person who works in a call or contact center and helps customers with their issues.Ability to support and demonstrate adherence to Gaudenzia's Code of Ethics, Code of Conduct and all personnel policies and procedure.Engage effectively and thoughtfully with each caller, exhibiting patience, kindness and temperance at all times. ![]() Ability to act rationally and decisively in tense or time -sensitive situations.Willingness to work within a collaborative, team-oriented environment.Ability to work effectively with people and aid them in addressing their specific problems.Knowledge of the bio-psycho-social characteristics and manifestations of Substance Use Disorder and/or mental illness.Knowledge of the basic principles, philosophies, practices, and procedures of Gaudenzia.Ability to simultaneously, communicate telephonically and navigate computer based systems.Email, excel, word and phone system use is required. Excellent verbal and written communication skills.Required Knowledge, Skills and Abilities: High School Diploma: (3) years experience in a human service field, which includes (1) year working with individuals with substance abuse disorders. Minimum of an Associates Degree in a human service related field or certification as a Certified Recovery Specialist or Highschool Diploma and experience. Must complete annual training requirements of twenty-five (25) hours per year.Īssociated Degree/ CRS: One (1) year experience in clinical or human service field, which includes working with individuals with substance abuse disorders. All other duties as assigned by the Program Director and/or the Program/Clinical Supervisor.Comply with regulations of confidentiality and ethics with all caller and client information.Coordinate and confirm level of care recommendations with Call Center Specialists.Maintain knowledge of our treatment service offerings and census per.Coordinate insurance verifications of referrals.Record screening data in health system with detail.Conduct pre-admission screenings for potential admissions.Respond efficiently and accurately to callers, explaining possible solutions, ensuring that callers feel supported and valued.Follow communication scripts ensuring confidence and competency with them.Maintain the highest level of customer service possible.Provide immediate call center phone coverage handling inbound calls.Work is reviewed by the Program Director and/or Call center Supervisor through an evaluation of the call centers recorded calls and required workflows.Responsibilities Work is performed in accordance with established regulations, policies and procedures, but employees are expected to exercise significant initiative and independent judgment. This position requires the delicate interaction with consumers, outside agencies and referral sources, which must be managed in a professional and courteous manner at all, times. ![]() Completing the preadmissions screening process and coordinating with Call Center Specialists to recommend appropriate level of care based on need, verifying insurance information and coordinating transportation. The following duties are most critical for this position and are not to be construed as exclusive or all-inclusive Managing all inbound calls from various sources such as managed care organizations, hospitals, clinics, courts, prisons and gatekeepers. The Call Center Assistant functions in a multi-functional role working within the call center providing supportive counseling and assessment services and ensuring all customer service objectives are well supported.
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