Experienced Contact Center Representative (REMOTE) – Permanent Full-Time (Tier 1/Enrollment Support) Salary Range: $18.00–$19.50 per hour
Remote Work Location Requirement
About Phoenix Data Corporation
Phoenix Data Corporation provides inbound and outbound customer care support across multiple client programs. We pride ourselves on delivering exceptional customer experience through knowledgeable, compassionate, and highly skilled team members.
Our Customer Experience Representatives are the heart of our organization and play a critical role in supporting our customers and partners.
This is a permanent, full-time remote position. Employees will initially support a early intervention program specific to one state and will progressively cross-train across additional client campaigns.
The initial campaign involves supporting providers, provider agencies, therapists, parents/guardians of children participating in Early Intervention, and other authorized program participants and stakeholders.
This is a Tier 1 Customer Experience Representative position and
IS NOT an intake or message-taking role
. Representatives are expected to take ownership of customer interactions and work toward one-call resolution whenever possible.
The initial Early Intervention assignment includes both Tier 1 contact center support and Practitioner/Provider and Agency enrollment responsibilities.
Responsibilities may include technical assistance, portal access, billing questions, enrollment processing and inquiries, account research, profile updates, support tickets, and issue resolution. Essential Contact Center Responsibilities
Handle inbound customer interactions while delivering exceptional customer service. Take ownership of customer interactions from start to finish whenever possible.
Utilize internal resources, knowledge bases, job aids, operational documentation, and available tools to research and troubleshoot customer concerns.
Navigate multiple web-based programs, browsers, applications, and dual monitors simultaneously while assisting customers.
Accurately document customer interactions within applicable CRM, case-management, or ticketing systems.
Document research performed, troubleshooting completed, actions taken, customer education provided, and final resolution.
Attach supporting documentation to customer cases when required.
Follow all applicable program, state, client, and company policies while maintaining quality and compliance standards.
Monitor email and Microsoft Teams communications throughout the workday without reminders.
Meet productivity, quality, attendance, and schedule-adherence expectations.
Support phone, chat, ticket, and other customer-support channels as assigned.
Review enrollment submissions and supporting documentation for completeness and identify information requiring correction, clarification, or follow-up.
Process authorized profile modifications, including changes to email addresses, telephone numbers, user types, user roles, and other applicable account information.
Maintain required enrollment records and supporting documentation for audit and internal-control purposes.
Develop and maintain proficiency in our operating systems and other applications necessary to process enrollment activities.
Respond to Practitioner/Provider and Agency enrollment inquiries through telephone and support-ticket channels.
Serve as a back-up resource for Practitioner/Provider and Agency enrollment questions once trained and qualified.
Participate fully in required program and enrollment training.
Meet established quality, productivity, documentation, and performance expectations for enrollment activities.
Success in this role requires exceptional interpersonal skills with customers, coworkers, leadership, and external partners.
Professionalism and emotional intelligence.
Positive language and effective de-escalation techniques.
For the initial Early Intervention campaign, representatives must be comfortable communicating with providers, agencies, therapists, parents/guardians, and other individuals involved in supporting children participating in the program. Some callers may require additional explanation, guidance, or assistance understanding program or enrollment processes.
Dependability and reliability in a remote work environment.
Willingness to accept coaching and continuously improve.
Professional interactions with customers, coworkers, leadership, and external partners at all times.
Remote Work Expectations
Successful remote employees must possess exceptional self-discipline and professionalism.
Demonstrate the maturity necessary to work independently without direct supervision.
Maintain focus and productivity throughout the workday.
Maintain a dedicated, private workspace free from distractions and excessive background noise.
Maintain schedule adherence throughout assigned shifts.
Have access to a backup internet solution, such as a mobile hotspot or alternate location, should primary internet service fail.
Communicate technical issues immediately and restore connectivity as quickly as possible.
High school diploma or GED required.
Minimum three (3) years of recent inbound contact center customer service experience within the last six (6) years.
Experience working in an established contact center environment where handling telephone interactions through a call queue was a primary responsibility.
Excellent customer service and interpersonal skills.
Ability to multitask across numerous systems while assisting customers.
Ability to type at least 50 WPM accurately while speaking with customers.
Experience using CRM platforms and contact center software.
Three years previous remote contact center experience in last six years.
Healthcare customer service experience.
Practitioner/Provider enrollment or credentialing experience.
Experience processing applications, enrollments, licensing information, or other detailed records.
Experience supporting providers, agencies, therapists, patients, or program participants.
Technical support experience.
Bilingual skills are a plus.
Remote System Requirements
Windows 11 desktop or laptop computer, two years old or newer.
Ability to support dual monitors and wired headset connections.
Virus protection and firewall software installed.
Reliable backup internet solution, such as a mobile or personal hotspot, in the event primary internet service fails.
Phoenix Data Corporation will provide dual monitors and an approved hardwired headset if needed. Initial Training: Initial Early Intervention training will be conducted Monday through Friday. Specific training hours and duration will be communicated prior to the start of training. Full attendance and participation throughout training are required.
Initial Regular Shift: Upon successful completion of training, the regular assigned schedule supporting the New Jersey Early Intervention campaign will be 8:00 AM–5:00 PM Eastern Time, Monday through Friday.
Employees will progressively cross-train to support additional client campaigns. Once cross-trained, employees must be willing and able to accommodate an assigned 8-hour shift and/or coverage needs between 7:00 AM and 6:00 PM Eastern Time, Monday through Friday, based on business, client, campaign, staffing, and coverage needs.
However, as employees become trained and qualified to support additional campaigns, shift accommodations or changes within the 7:00 AM–6:00 PM ET coverage window may be required.
Shift assignments and coverage needs are determined by Phoenix Data Corporation based on operational and client requirements. There may also be occasions when overtime is required based on business, staffing, or coverage needs.
Employees must remain flexible when break or lunch times require adjustment to maintain coverage.
This is a 40-hour, full-time position. Employees are hired to support the needs of the contact center and its client programs.
Call types, responsibilities, and campaign assignments may change as employees are trained and qualified to support additional campaigns.
Cross-training is progressive. Employees are expected to master their initial assignment before moving into additional campaign training.
Campaign assignments are determined by Phoenix Data Corporation based on client and operational needs. Employees do not select which campaigns they will or will not support.
Paid Holidays
Medical Insurance
Dental Insurance
Cross-training opportunities
Permanent full-time employment
Remote system compatibility verification
Typing assessment
Initial Regular Shift: Upon successful completion of training, the regular assigned schedule supporting the New Jersey Early Intervention campaign will be 8:00 AM–5:00 PM Eastern Time, Monday through Friday.
8-hour shift
