Job Description

Join Our Team and Make a Difference!

Are you looking for an impactful role where you finish the workday knowing you helped someone? Whether you're part of our care coordination team or playing a supporting role, the work our colleagues do every day helps us collectively reach our mission of getting people the care they need when they need it. By staying committed to our core values Think Big, Go Fast, Deliver Awe and Win Together we can positively impact the lives of the injured workers we serve and get them back to the things that matter most in life.

Salary Range:

This compensation range takes into consideration a wide range of factors, including, but not limited to, skill set, experience and training, licensure and certifications and other business and organizational needs. The disclosed range estimate is not adjusted for geographic differential associated with the location where the position may be filled. At One Call, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

What We Provide in Return for Your Commitment to Our Mission:

• Remote Work: We are a remote-first company and almost all positions receive the flexibility of working from home.
• Generous Time Off: In addition to 8 company holidays and 2 floating holidays every year, all colleagues receive a minimum of 18 days of paid time off.
• Comprehensive Benefits Package: Including medical, dental, vision and pet insurance; 401(k) matching program; and company-paid life insurance and short and long-term disability coverage.
• Supportive Services: Just like our colleagues get people the care they need when they need it, we want to do the same for our colleagues in their time of need. From a Colleague Assistance Program that offers free counseling and financial services to our One Call Foundation, a non-profit arm of our company which provides colleagues financial assistance during times of unexpected hardships.

Job Summary

Provides customer support to business customers via the telephone and/or Internet (e.g. instant message email). Handles customer inquiries and resolves simple and basic support issues such as address changes processing orders warranty or billing/payment. For product or service-related issues will move customer to appropriate Product Support Specialist. Performs other administrative duties as requested.

Essential Duties & Responsibilities:

• Provides customer support by phone email or instant messaging to business customers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to the proper Product Support department.
• Processes a high volume of customer inquiries of One Call Care Management products and services and resolves a targeted percentage of those inquiries.
• Troubleshoots customer problems identifies the root cause of the problem and uses tool and resources appropriately to determine how to resolve customer problems.
• When unable to resolve the problem in a reasonable amount of time will escalate to the appropriate resource. Follow up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
• Updates customer information and ensures accurate entry of contact information.
• Meets the standards of the job such as quality standards adherence to schedule and average handle time.
• May provide guidance and/or mentoring to less experienced Customer Service Associates - Business.

Educational and Experience Requirements:

• A high school diploma or GED is required for this role. Associate or Bachelor's degree is preferable; or the equivalent combination of education training and work experience.

Essential Knowledge Skills & Abilities:

• Knowledge of the company's products services and business operations to enable resolution of customer inquiries.
• Excellent customer service skills that build high levels of customer.
• Excellent verbal and written communication skills.
• Computer navigation and operation skills.
• Demonstrates effective people skills and sensitivities when dealing with others.
• Ability to work both independently and in a team environment.
• Ability to work in an environment that aligns with the company's diversity equity inclusion and belonging standards.
• Demonstrate our core values of Think Big Go Fast Deliver Awe and Win Together.

Physical/Mental Demands & Work Environment:

• This position will be performed in the colleague's home. Work-from-home requirements include the colleague's ability to set up computer equipment within their home office.
• This job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain in a stationary position for extended periods of time operate a computer and other office equipment assess information and files stored electronically and converse/exchange accurate information with others simultaneously.
• The colleague must be able to discern text displayed on a monitor input data into specific fields using a keyboard and adjust focus to distances of up to three feet.
• The colleague must have the ability to learn new tasks follow established processes maintain focus complete tasks independently complete multiple tasks simultaneously communicate professionally with colleagues and customers and complete tasks in situations that have a speed or productivity requirement.
• The colleague must be able to manage moderate to significant mental stress as a result of but not limited to a dynamic and heavy workload.

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