Call Center Advisor

Summary: Incumbent will be a proactive, solutions-oriented advisor responsible for handling both incoming, and outbound phone calls with members of Smart Shopper in pursuit of high quality, cost-effective facilities for upcoming procedures.

Duties and Responsibilities include the following.Other duties may be assigned.
1.Answers calls in a timely manner. 
2.Explore and identify the most cost-effective care options available for customers.
3.Support customer's seeking cost effective quality procedures by communicating member requests to providers, engaging members from initial contact to scheduling appointments with a concierge level of service.
4.Address member issues through the call center and refer to the appropriate Vitals team for resolution.
5.Responsible for outbound calls/outreach program including scheduling appointments on behalf of customers.
6.Effectively promoting Vitals SmartShopper products and services, while influencing customer use of vitals products.
7.Responds to voicemails and support emails.
8.Responds to incentive inquiries in a timely manner. 
9.Assesses personal performance by reviewing monthly phone reports as well as performance guarantee reports.
10.Responsible for meeting or exceeding phone service requirements.

11.Strong customer service skills 

12.Must meet Quality Assurance Evaluation Scores

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.The requirements listed below are representative of the knowledge, skill, and/or ability required.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Language Ability:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Math Ability:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. 

Reasoning Ability: 
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills: 
To perform this job successfully, an individual should have knowledge of Microsoft Office suite, Microsoft Excel, Google internet software, and Microsoft Outlook and Gmail

Education/Experience:
High school diploma or general education degree (GED); and 2+ years related experience and/or training with customer service experience a plus; or equivalent combination of education and experience.

Knowledge, Skills and Abilities: 
*Call center time management skills required
*Excellent oral and written communication skills
*Professional customer service skills required
*Experience developing rapport and credibility with customers
*Able to influence and make recommendations
*Experience using a concierge approach to customer support

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Incumbent will be on the phone for long durations While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands; and talk or hear.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level in the work environment is usually moderate.
To apply, please send cover letter and resume to