Call Center Representative

About This Role

Being a Call Center Customer Support Representative involves providing high-level customer service to new clients and callers. This role focuses on answering phone calls, scheduling appointments, and acting as an informational resource about NorthKey Community Care's services and programs.

Responsibilities

• Answer calls to NorthKey's centralized call center to support clients in a courteous and polite manner by providing a high level of customer service
• Be an informational resource to both staff and clients contacting the call center
• Maintain a patient and empathetic attitude at all times
• Contact clients by telephone to remind of upcoming appointments for identified staff members
• Schedule and reschedule appointments for outpatient providers and other programs as deemed necessary
• Maintain electronic health records per state regulations
• Adhere to confidentiality in all matters pertaining to client information

Requirements

• High school diploma or GED required
• Experience in customer support, receptionist, and/or administrative duties is preferred
• Possess strong phone contact, active listening, and customer service skills
• Ability to multi-task, prioritize, and manage time effectively
• Ability to adapt and respond to different types of individual needs

Benefits

• Up to 12% annual contingency bonus
• Generous plan for paid time off (PTO) (Up to 16 days the first year)
• 10 Paid Holidays
• Individual and family insurance coverage: various medical, vision, and dental plans to choose from
• HSA Employer match up to $1000 depending on plan
• 401(k) with employer match
• Potential eligibility for student loan forgiveness through the Public Service Loan Forgiveness program
• Employee assistance program
• Employee discount
• Flexible schedule
• Life insurance
• Tuition reimbursement

Important Details

• Training schedule: Monday to Friday, 8:30 am to 5 pm
• Regular schedule: Monday to Friday, 10 am to 6 pm

About the Company

NorthKey Community Care has provided mental health, substance use, and developmental disabilities services to the Northern Kentucky region since 1966. It operates with a commitment to providing the right service, at the right time, and in the right place, with multiple convenient locations throughout the region.