Call Center Agent/Case Manager

Job Description

Job Description

CDR Health Care, Inc., is hiring Call Center Agents/Case Managers to provide vital support by managing customer inquiries, applications, and cases from start to finish. This role will be responsible for handling both inbound and outbound calls, answering questions, offering detailed guidance, and ensuring timely and accurate resolution of customer issues. Successful candidates will demonstrate strong communication skills, attention to detail, and the ability to navigate complex situations with professionalism and empathy in a fast-paced environment.

This is a remote position; however, candidates must be located in Miami, FL, for onsite training at our corporate office.

ESSENTIAL FUNCTIONS:

• Receive and document incoming customer cases, applications, and inquiries via phone, email, or other communication channels.
• Evaluate the nature, urgency, and complexity of each case to ensure appropriate prioritization and categorization.
• Gather detailed information from customers to thoroughly understand the issue and its context.
• Maintain consistent communication with customers throughout the case lifecycle, keeping them informed about progress, actions taken, and expected resolutions.
• Record detailed case notes, actions taken, and resolutions in the company's case management system.
• Apply critical thinking and problem-solving skills to identify root causes and recommend solutions that prevent future similar cases.
• Make well-informed decisions that balance customer satisfaction and company policies
• Handle inbound and outbound calls from customers, addressing their queries, concerns, and requests professionally and courteously.
• Identify and assess customers' needs, actively listen to their concerns, and provide effective solutions or guidance.
• Troubleshoot technical problems, escalating complex issues to higher levels of support when necessary.
• Acquire in-depth knowledge of the company's services, policies, and procedures to effectively address customer inquiries.
• Adhere to established call center scripts, processes, and guidelines to ensure consistent customer service.
• Other duties that may arise from time-to-time and/or are commensurate with the title and position.

Requirements

• High school diploma or equivalent required; additional education or certifications in customer service, healthcare, or case management is a plus.
• Fluency in English and Spanish is required to effectively communicate with our diverse client base.
• Flexibility to work a variable schedule, including evenings or weekends as needed.
• Proven experience providing customer service over the phone, preferably in a call center or case management setting.
• Familiarity with case management systems and tools, with the ability to learn new software quickly.
• Proficient in Microsoft Outlook and the Microsoft Office Suite (Word, Excel, etc.).
• Strong verbal and written communication skills, with the ability to interact effectively with a diverse range of individuals and in varied settings.
• Ability to remain calm, composed, and effective in high-pressure situations or emergencies.
• Committed to maintaining strict customer confidentiality and handling sensitive information appropriately.
• Strong decision-making skills with the ability to use sound judgment in resolving issues.
• Demonstrated ability to manage multiple tasks simultaneously in a fast-paced environment while meeting deadlines.
• Resilience under pressure, with excellent organizational and time-management skills.

CDR Health is an Equal Opportunity Employer M/F/D/V and EO/AAN/D. Must be able to work in the United States to apply.