Inbound Call Center Representative - American Technology Consulting

OVERVIEWAnswer in-coming 800 helpline calls, transfer calls to volunteers whenavailable, data entry of client contacts, and other clerical functions such asmailings and inventory.DUTIES*Answer all 800 calls in a timely manner. Record on Client Contact forms.*Forward 800 calls to available volunteer counselors or provide counselingassistance when volunteers are not available. Take calls from counselorsregarding availability and/or supplies.*Complete data entry each day including Client Contacts*Do labels and mailing for information packets, assemble packets of information,and make copies of SHIP information as needed.*Inform the Office Manager when supplies of materials are low*Put away all deliveries in an orderly manner. Keep work area in order andrecycle unwanted paper and boxes. Make sure work area is neat and orderly*Take voice mail messages for all packet requests twice a day (morning andafternoon at minimum).*Forward call back messages to Volunteer Supervisors at the end of the day.*Put together new counselor training materials and other training materialsrequested by Trainers.*Put together presentation materials and supplies as requested by VolunteerSupervisors, Counselors, or SHIP Local Sites.*Other duties as assigned by Office Manager including, but not limited to,special mailings/emails, 800 message recordings, updating lists, etc.DIFFICULTY OF WORKIncumbent performs standardized tasks and must successfully complete trainingsand effectively communicate on the telephone keeping consistent with agencypolicies and laws affecting the agency.RESPONSIBILITYIncumbent must provide accurate and correct information to callers and completetasks in a timely manner. Incumbent is responsible for accuracy giving Medicareinformation over the telephone and maintaining accurate records, files, forms,reports and technical information. Errors in work or faulty judgment canundermine trust and the reputation of the program.PERSONAL WORK RELATIONSHIPSPersonal work relationships are with immediate office staff, Office Supervisor,the public, department and agency representatives at local and state levels.Contacts are for the purpose of relaying and giving information and makingreferrals.