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Care Coordinator I - Government Solutions in Jacksonville, Florida at One Call

Date: 3/27/2019

Job Snapshot

Job Description


Care Coordinator I - Government Solutions

Shift: 11:15 AM to 8:00 PM

JOB SUMMARY:

Provides customer support to business customers via the telephone and/or Internet (e.g. instant message, email). Handles customer inquiries and resolves simple and basic support issues, such as address changes, processing orders, warranty, or billing/payment. Performs other administrative duties as requested.

GENERAL DUTIES & RESPONSIBILITIES:

  • Provides customer support by phone, email, or instant message to business customers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to the proper Product Support department.
  • Processes a high volume of customer inquiries of One Call Government Solutions products and services.
  • Troubleshoots customer problems, identifies the root cause of the problem, and uses tools and resources appropriately to determine how to resolve customer problems.
  • Follow escalation protocol for unresolved issues that include continual coaching and mentoring to ensure proper escalation follow up.
  • Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
  • Updates customer information and ensures accurate entry of contact information.
  • Meets the standards of the job, such as quality standards, adherence to schedule, and average handle time.
  • May provide guidance and/or mentoring to less experienced Care Coordinators.

EDUCATIONAL REQUIREMENTS:

  • A high school diploma or GED is required for this role. Associate or Bachelor’s degree is preferable; or the equivalent combination of education, training, and work experience.

POSITION REQUIREMENTS:

  • If working with federal government contract clients, an employee is required to receive federal government clearance for handling sensitive information. Employee is also required to receive annual security awareness training.

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

  • Knowledge of the company’s products, services and business operations to enable resolution of inquiries.
  • Excellent customer service skills that build high levels of customer satisfaction.
  • Excellent verbal and written communication skills.
  • Computer navigation and operation skills.
  • Demonstrates effective people skills and sensitivities when dealing with others.
  • Ability to work both independently and in a team environment.

Care Coordinator I

 

Basic skills with moderate level of proficiency. Generally performs a high volume of basic inquiries about One Call Government Solutions products and services by following standard scripts and procedures. Works under close supervision without latitude for independent judgment. Consults with senior peers and team leads on non-complex issues to learn through experience. Typically requires zero to one year of experience in a call center or customer service-related position in a service industry. Zero- 2 years of experience in the workers' compensation industry.

EEO Employer


841 Prudential Dr, Suite 204
Jacksonville, Florida, 32207
United States ​

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