Call Center Representative - Montgomery, AL

Summary

As a Call Center Representative - Montgomery, AL at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position.

Your role in our mission

This is an important position in Gainwell’s commitment to helping clients deliver better health and human services outcomes.

• Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed
• Put your skills to work to solve client problems, update account history and follow up with clients to confirm their inquiry or request is resolved
• Adhere to the client’s SLAs and consistently meet production targets
• Collaborate with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes
• Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow

What we're looking for

• High school diploma or GED required
• Previous office or clerical experience required
• Strong written and verbal communication skills, including professional telephone etiquette
• Ability to follow written policies, procedures, and guidelines accurately
• Effective multitasking skills, with the ability to manage multiple responsibilities without losing focus or quality
• Proficient in using a computer, with a basic understanding of Microsoft Office applications (Outlook, Word, Excel)
• Demonstrates a positive and confident demeanor when interacting with callers and customers

What you should expect in this role

• This is a onsite position in Montgomery, AL. 
• Video cameras must be used during all interviews, as well as during the initial week of orientation.
• Harver Assessment Requirement: As part of our interview process, all candidates must complete the Harver Assessment. This assessment helps us evaluate key competencies relevant to the role, including communication skills, multitasking abilities, and problem-solving capabilities.

Work Schedule:

• Monday through Friday, 8:00 AM – 5:00 PM during initial training.
• Once training is completed, the schedule will transition to include a rotating shift from 12:00 PM – 8:00 PM, as well as rotating Saturdays and holidays (9:00 AM – 5:00 PM).
• Schedule rotations are shared across the entire call center team.

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