We currently have an exciting opportunity for a Call Centre Agentwith our direct client.* Please find the position details below. If you are interested, feel free to reply to this email or reach out at (720) 248-3212. [email protected]*
Notes:
- Proficiency in Google CES CCaaS / CCAIP agent desktop functions, ServiceNow, Benefit Eligibility System databases, and accurate data entry
Key Qualifications:
- High empathy, conflict resolution, active listening, patience, clear verbal and written communication, and time management.
- Proficiency in Google CES CCaaS / CCAIP agent desktop functions, ServiceNow, Benefit Eligibility System databases, and accurate data entry.
- Bilingual proficiency in Spanish and English preferred.
Job Details:
Job Title: Call Center Agent
Location: Honolulu, HI.
Hours: 7:45 AM – 4:30 PM (40 hours/week)
Role Overview:
Manages client inquiries, provides program information, and resolves issues with empathy while handling sensitive data in compliance with regulations. Uses Google CES CCaaS / CCAIP agent tools, ServiceNow, knowledge base content, and benefit eligibility systems to support Tier 1 Intake, Tier 2 Triage, and Tier 3 handoff activities.
Key Responsibilities:
- Answer high-volume inbound calls and digital interactions through Google CES CCaaS / CCAIP to provide accurate information regarding human service programs, eligibility requirements, and community resources.
- Input, document, and update sensitive client information in ServiceNow, Benefit Eligibility System databases, and approved case tracking tools while maintaining HIPAA and confidentiality compliance.
- Use approved scripts, knowledge articles, and active listening techniques to de-escalate emotional, high-stress situations and deliver empathetic, accurate resolutions.
- Schedule appointments, coordinate cases, and connect clients to social services or healthcare providers while tracking activity through ServiceNow and related workflow tools.
- Identify, diagnose, and resolve client pain points while maintaining accurate after-call work in required systems.
- Provide support for Tier 1 Intake, Tier 2 Triage, and Tier 3 handoff to eligibility workers.
Pay: $21.45 - $22.35 per hour
Work Location: In person
