Company Overview: True Care is a licensed Home Care Agency providing outstanding homecare service in the New York Metropolitan area. Our passionate dedication to our clients sets True Care apart. We work with our clients individually to ensure their satisfaction and comfort with the paraprofessionals caring for them. It is our mission to continue to raise the standard of homecare services. We are committed to providing the highest level of care by maintaining excellence in staff, procedures, and responsiveness. The True Care team is Healthcare professionals who are committed to helping our patients and caregivers experience the most excellent care.

Position Title: Call Center Representative (Bilingual: Spanish)

Reports To: Call Center Supervisor

Job Description: The Call Center Representative is responsible for maintaining excellent communication between our patients, aides, staff and anyone calling True Care’s main phone number ensuring that they are directed to the appropriate party and all needs are met. The Call Center Operator is also responsible for managing the highest level of customer service and serving as a liaison for communication between departments within the company.

Responsibilities include:

• Answer all incoming calls from customers, employees and vendors and taking the appropriate actions for each call; obtaining client information and verifying information
• Possess a high knowledge of all employees and departments in the company
• Triage incoming calls, maintain switchboard, knows how to prioritize calls coming in and out
• Inform management of any call patterns with issues/complaints
• Maintain a high level of customer service in terms of communication
• Inform clients by explaining procedures; answering questions; providing information
• Use company policies and to help resolve customer issues or questions
• Maintain a high level of confidentiality when dealing with sensitive matters
• Relay accurate messages to the appropriate parties when necessary
• Input new data when there is a demographic change reported
• Document all call information according to standard operating procedures
• Knowledge of coverage for employees who are out of office to properly assign calls
• Complete call logs and reports
• Other duties as assigned

Job requirements:

• Bilingual in Spanish is required
• Experience in HHA eXchange a plus
• Experience in using a switchboard/ triaging calls
• High School Graduate or equivalent
• Effective communication skills, experience in a high volume call center environment preferred
• Knowledge retention/ Attention to detail
• Excellent track record of being very organized
• A positive and upbeat attitude/ friendly and calm demeanor to handle difficult requests

Salary $18 per hour

True Care provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, ethnic origin, gender, gender identity, age, marital status, veteran status, sexual orientation, disability, or any other basis prohibited by applicable federal, state, or local law.

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