Customer Service Representative II

We operate a Level I trauma center, a children's hospital and a complete stroke center. New grads get a 12-week orientation with a dedicated preceptor.

The role

We need a Customer Service Representative II. This is a full-time position based in Washington, District of Columbia. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. This position is on site in Washington.

Job duties

• Meet targets for handle time, quality score and customer satisfaction.
• Transfer calls to the right department with a warm handoff.
• Complete required training and quality coaching sessions.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Update customer records accurately.
• Escalate complaints that need a supervisor or another department.

Qualifications

• 5-7 years of customer service, retail, hospitality or call center experience.
• Must pass a background check.
• Basic computer skills (Windows, Outlook, web browsers)
• Reliable attendance. Schedule adherence is tracked.
• Typing speed of at least 35 WPM.
• Clear speaking voice and good listening skills.
• High school diploma or GED.

Preferred

• Zendesk, Five9 or Genesys experience.
• Prior billing or insurance call center work.
• Bilingual English and Spanish (pay differential)
• Knowledge of e-commerce order systems such as Shopify.

Schedule: Tuesday to Saturday, 9:00 AM to 5:30 PM

$28.00 - $30.50 an hour

What you get

• Health savings account (HSA) with employer contribution.
• 401(k) with 4% match.
• Paid parental leave.
• License reimbursement.
• Dental insurance.
• Tuition reimbursement.

Offers are contingent on a background check and drug screen.

We review applications on a rolling basis.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Wright Memorial Hospital.