CONTACT CENTER REPRESENTATIVE
Location
United States
Posted
11 days ago
Salary
Not specified
No structured requirement data.
Job Description
Role Description
Sana Lake is seeking a Contact Center Representative who is passionate about helping individuals and families recover!
- Be the first point of contact for members and/or their families as they enter our system of care.
- Handle inbound and outbound calls through our Contact Center.
- Connect with the caller, identify their needs, clarify information, and provide solutions.
- Document calls and information in a database to ensure team qualitative and quantitative goals are being met.
- Follow call flow and move callers to the next stage in their process while maintaining a compassionate and competent demeanor.
- Control conversations, quickly investigate the caller’s needs and wants, and adapt presentations to their identified needs.
- Overcome objections and convert calls at each stage of the call process.
Qualifications
- Experienced working with the Substance Use and Mental Health population.
- Experienced in customer service with strong phone and verbal communication skills.
- Ability to be an active listener.
- Familiar with CRM systems and practices.
- Familiar and efficient with call flows and targeted conversions.
- Familiar with sales, sales principles, and strategies.
- Experienced with sales processes delivered in a compassionate and consultative manner.
- A proven over-achiever motivated to connect with people to be of service.
- A multitasker able to set priorities and manage time effectively.
- A high school graduate or have earned your GED.
Benefits
- Comprehensive medical, dental, vision, life insurance, and disability plan options.
- Competitive 401(k) Retirement Savings Plan - up to 5% match!
- Company paid basic life insurance.
- Paid Time Off and Paid Holidays.
- Flexible Spending Accounts.
- Employee Assistance Program (EAP).
- License/Certification Reimbursement.
- Professional development funds.
- Professional licensure supervision options.
- Staff recognition program.
- Sana Spirit Days.
Requirements
- Receipt of appropriate background checks, including criminal history and abuse/neglect.
- Verification of education and licensure, when applicable.
- Satisfactory employment and/or reference checks.
Job Requirements
- Experienced working with the Substance Use and Mental Health population.
- Experienced in customer service with strong phone and verbal communication skills.
- Ability to be an active listener.
- Familiar with CRM systems and practices.
- Familiar and efficient with call flows and targeted conversions.
- Familiar with sales, sales principles, and strategies.
- Experienced with sales processes delivered in a compassionate and consultative manner.
- A proven over-achiever motivated to connect with people to be of service.
- A multitasker able to set priorities and manage time effectively.
- A high school graduate or have earned your GED.
- Receipt of appropriate background checks, including criminal history and abuse/neglect.
- Verification of education and licensure, when applicable.
- Satisfactory employment and/or reference checks.
Benefits
- Comprehensive medical, dental, vision, life insurance, and disability plan options.
- Competitive 401(k) Retirement Savings Plan - up to 5% match!
- Company paid basic life insurance.
- Paid Time Off and Paid Holidays.
- Flexible Spending Accounts.
- Employee Assistance Program (EAP).
- License/Certification Reimbursement.
- Professional development funds.
- Professional licensure supervision options.
- Staff recognition program.
- Sana Spirit Days.
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