Telecommunicator II - ( MUST have worked in a call center)

Job Description:

• Time Zone Preference: EST preferred, CST accepted

Current Work Schedule (Subject to Change):

• 12-hour rotating shifts starting at either 7:30 AM EST or 7:30 PM EST

• Work schedule follows a 4-day week, then a 3-day week alternating pattern

• Shift rotation occurs every 4 weeks (days or nights), with no guarantee of remaining on the same shift

• Assignments are based solely on business needs

• Includes weekends and holidays

• Call center experience required, preferred in healthcare setting

The Telecommunicator II is an up and comer on the Inbound Communications team, with demonstrated excellence meeting the needs of Cityblock’s members.

This role is fully remote, and may require regular work on alternating weekends and federal or company holidays. It is directly member-facing, encompassing the responsibilities of the preceding Telecommunicator I role within the job class. In addition, the TC II demonstrates alignment to Cityblock’s values through the fulfillment of these added responsibilities:

Responsibilities

Put Members First:

• Be timely and punctual, both in attendance and throughout requests for service

• Provide and maintain a secluded workspace, free of distractions and private to protect the integrity of sensitive or protected information.

Bring your whole self:

• Assist in building upon the foundation of our effectiveness by testing and offering feedback on new processes and tools

• Serve as a mentor/buddy to new teammates and host visitors or observers

Be all in:

• Own your areas of strength and growth, demonstrating the willingness and effort through self-review of Quality Assurance reports

• Attains additional functional skills such as omnichannel communication (via SMS, E-Mail and form submissions)

Aim for understanding:

• Guide callers through processes to assess their needs, give them a say, and add value to every interaction

• Gain a deep knowledge

Lean into discomfort:

• Maintains composure and quality of service when confronted by offensive and/or disruptive language from members

• Thrive in a fully remote work environment utilizing written and visual instructions, demonstrating progressively increased independence

Requirements:

• 2 or more years in the health contact center field, with at least 6 months of success as a Telecommunicator I

• High School Diploma or GED

• Moderate computer proficiency

• Familiarity with the Macintosh operating system and Google Chrome

• Proficiency with the use of Multi-Factor Authentication (MFA)

• Record locating and entry within various information systems

• Use of softphone application, instant messaging, and email

• Use of Google Suite, Commons, and self-service tools for quality assurance and training

We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance, life insurance, retirement benefits, participation in the company’s equity program, paid time off, including vacation and sick leave. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. The expected salary range for this position is:

25.00 - 30.00 Hourly

Cityblock values diversity as a core tenet of the work we do and the populations we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

We do not accept unsolicited resumes from outside recruiters/placement agencies. Cityblock will not pay fees associated with resumes presented through unsolicited means.