Job responsibilities:
- Oversee a work from home team navigating multiple technologies to support a Call Center environment
- Comfortable leading and managing in a metrics-promoted environment
- Demonstrate resiliency and extreme adaptability in a fast-paced environment
- Coach teams on how to approach problems logically and with good judgment to ensure the appropriate customer outcome
- Empower teams to take ownership of each customer interaction while treating customers with respect and responding with empathy
- Resolve customer escalations and document account activities thoroughly and concisely
- Lead by example through demonstrating personal excellence including punctuality, integrity, and accountability
- Approach and resolve problems logically and with good judgment to ensure the appropriate customer outcome is taken by the specialist
- Encourage teams to think critically and exercise independent judgement
- Make final decisions on behalf of our customers quickly and effectively when required - Enforce and abide by all applicable regulatory and department practices and procedures
Required qualifications, capabilities, and skills:
- Home Location must reside within approximately 30 miles radius of the JPMC Summerhill Community Center, 9 Georgia Ave SE, Atlanta, GA,30312
- Safe and noise free work environment in your residence
- High School diploma/GED required
- Must be willing to work in an environment that requires 100% phone-based customer interaction
- Minimum of 2 years customer interaction or customer support experience, either by phone or face-to-face
- 3 plus years working in a call center position; certification and or training
- Proficiency with basic computer functions including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment
- 5 plus years of direct management experience; demonstrated ability to develop, manage, coach, and motivate teams
- Bilingual fluency in Spanish and English
Preferred qualifications, capabilities, and skills:
- Bachelors Degree Preferred
Work Schedule:
This role does not offer visa sponsorship.
This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.