Triage Specialist
Overview
The Triage position is responsible for delivering the proper client greeting when answering client calls, and providing exceptional customer service by answering the overflow bell expeditiously when queued audibly and/or visually in the phone system. This work is challenging and the training intensive, however, the experience is extremely rewarding. You must be focused, disciplined, and keep the commitments you make.
Responsibilities
- Provide outstanding customer service at all times with exceptional courtesy, integrity and professionalism; ensure callers that their concern matters and their information will be handled responsibly.
- Answer incoming calls off the overflow queue.
- Assess overflow calls to determine if the call should be placed on hold, or if the caller wants to call back at a later time.
- Transfer the calls to the secondary queue and perform routine check-ins with callers during hold times.
- Assess calls to determine if the caller needs to make a report, or simply needs to be referred.
- Take Request for Information (RFI) calls, and other less complex calls, as directed by Operations Managers, Team Leads, or Quality Analysts.
- Answer some calls directly (without a call queue), deliver the proper greeting, follow client directives, and ask all critical questions while maintaining good judgment and strict confidentiality to ensure a caller’s needs are met.
- Guide callers through the interview process according to frequently reviewed standards and procedures.
- Document all relevant client calls in our case management system. Calls should be documented in a clear, concise, and accurate format.
- Meet performance goals set with the Operations Managers and tailored to your development path.
Requirements
- One year equivalent related work experience
- Equivalent combination of education (e.g., high school diploma/GED) and experience (e.g., call center setting, phone support role)
Language
- English
- Spanish (Preferred)
- Portuguese (Preferred)
Location
In office, in Charlotte, NC.
Salary Range
$15.00 per hour.
Schedule
Monday - Friday 12p-6p
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status. Women and underrepresented minorities continue to be underrepresented in our workplaces. The diversification of applicant pools constitutes an important step for broadening the participation of women and URM in the workforce. Research shows that women and people of color disproportionately do not apply for jobs where they do not meet 100% of the "requirements." If you think you can do this job, we encourage you to apply. Ethico is committed to breaking structural barriers to entry and career progress, and driving fair hiring practices in our workplace.