Located in Phoenix, AZ More Information about this Job: Fully Remote
– 30% to 40% Travel Hiring Immediately Our mission of providing care to the world at a moment’s notice is at the heart of everything we do.
We are caregivers, first and foremost and we will be there when you need us.
With more than 38,000 employees, Global Medical Response teams deliver compassionate, quality medical care, primarily in the areas of emergency and patient relocation services around the world.
We provide end-to-end medical transportation as well as fire services, integrated healthcare solutions and disaster response.
JOB SUMMARY Provides general day-to-day support to the membership department by hiring, training, motivating, and coaching call center employees.
Assists the in-house sales team by providing leadership, direction, and support.
ESSENTIAL FUNCTIONS/DUTIES Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.
Ensuring call center specialists understand and comply with all call center objectives, performance standards, policies, and procedures.
Identifying operational issues and implementing continual improvements Working with other supervisors and management team members to support call center specialists and maximize customer satisfaction.
Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
Assists with call center daily duties, overall productivity, monthly incentives, employee questions, and concerns.
Calculate monthly bonus and analyze reports for respective sales team.
Maintains and completes daily, weekly, and monthly reports as needed.
Complete and deliver performance improvement plans.
Resolve customer complaints in a timely fashion.
Assist the call center representatives with data entry, commission errors, and other functions of their job; provide feedback to call center representatives in real-time.
OTHER DUTIES Works on special projects and performs other job-related duties as needed.
QUALIFICATIONS Education: High school diploma or equivalent required Some college preferred but not required Skills: Strong technology and computer skills in a MS Windows environment, to include Microsoft Outlook, Microsoft Word, and Microsoft Excel skills.
Knowledge of basic accounting procedures Strong customer service Ability to work independently and within a team.
Excellent interpersonal, problem solving, customer service and coaching skills.
Exceptional verbal and written communication skills.
Strong understanding of company products, policies, and services.
Demonstrated teamwork and leadership skills.
Experience: Two years customer service and management experience preferred WORKING CONDITIONS AND MENTAL/PHYSICAL REQUIREMENTS Working Conditions: Work is normally performed in a typical interior/office work environment.
No or very limited exposure to physical risk.
Some long hours and work on varied projects with short turnaround times required.
Physical Demands: May be required to sit for long periods of time.
Must be able to lift a minimum of 10 pounds.
Mental Requirements: Decision-making and problem-solving skills, facilitation skills, ability to relate to diverse groups of employees, and the ability to positively work with others and provide guidance and direction.
Ability to multitask and perform effectively in a fast-paced environment.
Some long hours and work on varied projects with short turnaround times required.
Well-organized, analytical and self-directed.
Critical thinking skills with the ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
GUIDING VALUES AND BEHAVIORS Employee must consistently exhibit our guiding principles: Patient Care
– We continually earn the privilege to care for our patients.
It is at the forefront of everything we do.
One Team
– We respect each other and achieve together what no individual can alone.
Innovation
– We are driven to develop solutions that inspire progress.
Vigilance
– We will never waver in our commitment to safety and preparedness in the fulfillment of our duties.
Ownership
– We are accountable for what we do and take pride in how we do it.
Citizenship
– We are dedicated to being good stewards in the communities we serve.
REPORTING RELATIONSHIPS Reports to: Call Center Manager Interrelationships: Other call center supervisors and leads, Senior Director of Membership Sales, all company employees, the general public, members of other departments.
EEO Statement: Global Medical Response and its family of companies are an Equal Opportunity Employer, which includes supporting veterans and providing reasonable accommodations for individuals with a disability.
More Information about this Job: Starting Compensation: $50,000 annually.
Check out our careers site benefits page to learn more about our benefit options.