Call Center Representative

• Answer member and provider questions by telephone, written, or electronic media
• Document inquiries, grievances, caller concerns, actions taken, and call disposition
• Provide accurate and timely benefit and network information
• Verify member eligibility and provider participation
• Resolve routine member and provider concerns
• Escalate complex cases and issues to senior representatives or management
• Make assigned outbound calls and callbacks
• Assess referrals to ICM, other programs, and community resources
• Research and document inquiries and grievances promptly
• Maintain knowledge of program requirements and benefits
• Use resource materials to ensure accurate information
• Meet or exceed an average speed of answer of 90% of calls within 60 seconds
• Maintain an abandonment rate below 5% and hold times below 3 minutes
• Adhere to department standards, privacy/security requirements, and CHNCT policies
• Perform other required tasks

Call Center Representative, Tier 1 – Temporary Assignment

• Deploy and maintain Unified Communications Solutions
• Partner with Solution Architects and Project Managers to implement net-new solutions
• Perform upgrades and troubleshoot customer issues to achieve successful customer outcomes
• Install, upgrade and troubleshoot the Avaya Aura suite, including Communication Manager, Application Enablement Services, System Manager, Session Manager, Session Border Controller, AADS, and Messaging
• Assess existing customer systems and provide feedback on migrations or upgrade level of effort
• Integrate Avaya Aura with Call Center solutions as needed
• Configure SIP circuits between Aura and SBCs such as AudioCodes
• Support Microsoft Teams Calling using Direct Routing
• Oversee Carrier Voice Network Management and third-party connectivity
• Perform infrastructure patching and maintenance to ensure a secure and stable telephony environment
• Configure E911 as required for compliance with FCC rules
• Collaborate with the managed services team to support complex customer issues and P1 tickets

Call Center Representative jobs in Connecticut

Call Center Representative, Tier 1 – Temporary Assignment

Implementation Engineer – Unified Communications, Contact Center Solutions