customer care specialist

Level: Supervisor - Outbound

Reporting Line: Supervisor - Member Services

Customer Type: Maxicare Members

Position Accountability Statement:Position Accountability Statement:

The Outbound Representative is responsible for proactively calling Maxicare members to perform tasks such as appointment reminders, follow-ups on missed appointments, and contacting customers who abandoned calls. The representative is committed to providing excellent customer service while ensuring organizational goals are met efficiently and professionally.

Customer Service:Makes outbound calls to Maxicare members to remind them of scheduled appointments, ensuring they are aware of dates, times, and any required preparations.

Contacts members who missed appointments to gather information about the reasons for no-shows and reschedule when appropriate.

Follows up with customers who abandoned calls to offer assistance and address any concerns they may have had during the initial call attempt.

Provides accurate information regarding Maxicare products, services, policies, and procedures during outbound calls.

Escalates issues or concerns to the appropriate department or supervisor when necessary.

Call Management:Efficiently manages outbound call volume to ensure timely and effective follow-ups with customers.

Follows standard operating procedures for call handling, ensuring that all necessary information is captured and documented in the system.

Logs and updates customer interactions, including appointment details, reasons for no-shows, or abandoned calls, in the system as required.

Performance Monitoring:Meets or exceeds individual performance targets, including call volume, call resolution rates, and customer satisfaction scores (CSAT).

Regularly receives feedback and coaching to improve performance and customer service skills.

Utilizes key performance indicators (KPIs) to track and monitor outbound call performance and targets.

Problem Resolution:Resolves customer inquiries or concerns regarding missed or rescheduled appointments in a timely and effective manner.

Identifies customer needs and offers suitable solutions, including rescheduling appointments or addressing any other issues.

Demonstrates active listening and empathy, particularly in resolving customer concerns about missed appointments or abandoned calls.

Communication:Communicates clearly and professionally with customers, colleagues, and supervisors.

Effectively conveys appointment details and any other relevant information to customers during outbound calls.

Maintains effective communication with team members and leadership to ensure smooth operations.

Adherence To Policies:Ensures compliance with company policies, procedures, and quality standards when making outbound calls.

Follows data protection guidelines to safeguard customer information.

Maintains knowledge of the latest updates on services, products, and procedures to provide accurate information during calls.

Reporting And Documentation:Accurately records and documents all customer interactions, including appointment reminders, no-shows, and abandoned calls.

Submits daily/weekly performance reports, including call logs, customer feedback, and call outcomes.

Team Collaboration:Collaborates with team members and other departments to ensure efficient follow-ups and smooth service delivery.

Participates in team meetings and contributes ideas to improve team performance and customer service delivery.

Motivation And Morale:Contributes to a positive and energetic work environment by maintaining a professional attitude and customer-focused approach.

Actively engages in team-building activities and supports a cooperative team dynamic.

Desired Skills And Competencies:Customer-Centric Approach: Strong focus on customer satisfaction, with a genuine interest in resolving issues and ensuring positive experiences.

Effective Communication Skills: Clear, professional communication, both verbally and in writing, especially during outbound calls.

Problem Solving: Ability to identify issues and offer effective, timely solutions, particularly regarding missed appointments or abandoned calls.

Time Management: Efficiently manages time and resources to meet outbound call targets and performance goals.

Attention to Detail: Ensures accuracy in all customer interactions, call documentation, and updates.

Patience and Empathy: Demonstrates understanding and patience when dealing with customer concerns or complaints.

Ability to Multitask: Capable of managing multiple tasks during outbound calls, including data entry and handling customer queries.

Adaptability: Able to adjust to changes in processes, customer demands, or organizational priorities while maintaining call quality.