Call Center Representative

Call Center Representative

Mass General Brigham Medical Group is a system-led operating entity formed by Mass General Brigham to deliver high quality, low cost, innovative community-based ambulatory care. This work stems from Mass General Brigham's unified system strategy to bring health care closer to patients while lowering total health care costs. The Medical Group is seeking a full-time, 40-hour Call Center Representative to join our team! This role will support our multidisciplinary team by handling a high volume of inbound calls, averaging approximately 70-90 calls per day, per agent. Responsibilities include scheduling appointments, answering questions, handling complaints, and troubleshooting problems. The goal is to ensure that our callers receive timely, efficient, and high-quality service! The ideal schedule for this role is Monday to Friday, from 8 : 30 AM to 5 : 00 PM. Our Call Center is based out of 370 Merrimack Street in Lawrence, MA. Employees are expected to be onsite for all hours worked during onboarding / training for the first few weeks, but there are options for remote work after the successful completion of that probationary period and fully acclimated to the role.

Job Summary

Responsible for using knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems.

Essential Functions

• Answers or makes calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responds efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engages in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Utilizes software, databases, scripts, and tools appropriately.
• Understands and strives to meet or exceed call center metrics while providing excellent consistent customer service.
• Adheres to all company policies and procedures as well as defined training.

Qualifications

Education : High School Diploma or Equivalent required.

Licenses and Credentials : Experience : Customer Service Experience 1-2 years preferred or Call Center Experience 0-1 year preferred or Foreign Language Experience 0-1 year preferred.

Knowledge, Skills and Abilities

Remote Type : Remote

Work Location : 30 Locust Street

Scheduled Weekly Hours : 40

Employee Type : Regular

Work Shift : Day (United States of America)

Pay Range : $17.36 - $22.31 / Hourly

Grade : 2

EEO Statement : Mass General Brigham Medical Group Western Massachusetts, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and / or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.