Customer Call Center Representative III - AWW (Fri-Mon) San Antonio

Would you like to have a job with a 3 DAY WEEKEND EVERY WEEK and work only 4 days a week? How about working remote with the same schedule? Ever wanted to help our Nation’s heroes? Then your dream job is here!

At QTC, the nation’s largest provider of disability and occupational health examination services, we are PASSIONATE about our country’s veterans, UNITED as a team and INSPIRED to make a difference.

We offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance, and we are proud to provide an employment package that attracts, develops and retains the best talent:

Competitive compensation and quarterly bonuses

Tuition reimbursement

A 50% company match of your pre- and post-tax contributions up to 6% of your salary, including immediate vesting of company contributions

Generous paid time off (minimum of 14 days/year), as well as 10 paid holidays

Access to flexible benefits, including health and wellness programs, long and short term disability, an employee assistance program, employee referral bonuses, credit union access and flexible spending accounts

An inclusive and ethical work place

Work Schedule:

Training Schedule (First 4 weeks will be on site at our San Antonio office) = Monday – Friday 8am-5pm CT

Regular Work Schedule (Remote) = Sunday – Monday 7am-6pm CT

Location:

Although this job is remote, qualified candidates must live within a 50 mile radius from our office, located at4538 Centerview Dr., Ste. 200,San Antonio, TX 78228 for training purposes.

Pay Range:

Established start rate$18.87/per hour

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, performance-related bonuses, health and wellness programs,student loan repayment and tuition reimbursement,paid leave and retirement.

More details are availablehere.

The QTC pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Job Summary:

Responsible for answering, processing, and documenting all calls from customers and representatives. Acts asservice liaison between the customer and internal operational staff, and delivers exceptional customer service atall touch points

Essential Duties and Responsibilities:

Provides clients with customer service by determining call requirements, responding to inquiries,resolving customer issues and fulfilling customer requests

Triages customer needs to include verification of demographics, appointment inquires, and mileagecheck inquires

Clarifies customer inquiries by researching, locating, and providing information to the appropriate entities

Resolves customer concerns and appropriately escalates any unresolved matters in a timely manner tothe next appropriate department or level

Promotes electronic communication services by recognizing opportunities to utilize advanced casemanagement technology

Accurately documents all call information in case management system according to standard operatingprocedures

Efficiently utilizes tools and available resources such as:

ECW, UCM, examinee portal, and other toolsas necessary

Any other duties as assigned

Competencies:

Ability to prioritize customer follow up calls when necessary

Excellent communication skills both written and verbal

Adaptable with the ability to follow standardized process workflow on a daily basis

Provide exceptional customer service to both internal and external customers

Strong knowledge of administrative processes

Demonstrated ability to work as a team member as well as an individual contributor

Ability to interact with all levels of staff

Ability to effectively manage competing priorities in a fast paced environment

Superior interpersonal and problem solving skills

Proficient in relevant computer applications (i.e. call center phone systems, Electronic Schedulingsoftware) with an ability to learn new software quickly

Proficient with MS Office software including Outlook, Word, Excel

Excellent data entry and typing skills

Ability to work various shifts and hours to cover multiple times zones

Education and/or Experience:

(includes certificate & licenses)

High School diploma, or equivalent (GED)

3 to 5 years of call center/scheduling experience

Previous medical office/call center experience is preferred

Must be able to successfully pass National Agency Check with Inquiries (NACI) backgroundinvestigation

This job description supersedes all prior job descriptions and is intended to describe the general content andessential requirements for the position listed above. It is not to be construed as an exhaustive statement ofrequirements, duties and responsibilities.

Management reserves the right to add or change the duties of thisposition as required at any time.

QTC Management Inc. is a VEVRAA Federal contractor and an Equal Opportunity Employer. The company hasan ongoing commitment to affirmative action and the creation of a workplace free of discrimination, harassmentand retaliation. The company recruits, hires, trains, and promotes individuals in all job titles without regard torace, color, creed, religion, ancestry, national origin, age, sex, pregnancy, sexual orientation, gender identity,genetic information, people with disabilities protected under law, and protected veteran status.

Education

Required

High School Diploma or better

GED or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

41 CFR 60-1.35(c)