Experienced Contact Center Representative (REMOTE) – Permanent Full-Time (Tier 1/Enrollment Support)

Salary Range: $18.00–$19.50 per hour

Remote Work Location Requirement

Please do not apply if you do not currently reside in one of the following states:

• Florida
• Indiana
• Maryland
• North Carolina
• Oklahoma
• Pennsylvania
• Virginia

Applicants residing outside of these states will not be considered.

About Phoenix Data Corporation

Phoenix Data Corporation provides inbound and outbound customer care support across multiple client programs. We pride ourselves on delivering exceptional customer experience through knowledgeable, compassionate, and highly skilled team members.

Our Customer Experience Representatives are the heart of our organization and play a critical role in supporting our customers and partners.

This is a permanent, full-time remote position. Employees will initially support a early intervention program specific to one state and will progressively cross-train across additional client campaigns.

The initial campaign involves supporting providers, provider agencies, therapists, parents/guardians of children participating in Early Intervention, and other authorized program participants and stakeholders.

Position Summary

This is a Tier 1 Customer Experience Representative position and IS NOT an intake or message-taking role. While some interactions may be less time-consuming, others require detailed research, probing questions, critical thinking, system navigation, and follow-through. Representatives are expected to take ownership of customer interactions and work toward one-call resolution whenever possible.

The initial Early Intervention assignment includes both Tier 1 contact center support and Practitioner/Provider and Agency enrollment responsibilities.

Essential Contact Center Responsibilities

• Handle inbound customer interactions while delivering exceptional customer service. Some outbound follow-up is required.
• Take ownership of customer interactions from start to finish whenever possible.
• Utilize internal resources, knowledge bases, job aids, operational documentation, and available tools to research and troubleshoot customer concerns.
• Ask appropriate probing questions to identify the issue and determine the correct course of action.
• Work toward high one-call resolution while recognizing when escalation is appropriate.
• Maintain effective call control while demonstrating empathy, professionalism, and active listening.
• Navigate multiple web-based programs, browsers, applications, and dual monitors simultaneously while assisting customers.
• Accurately document customer interactions within applicable CRM, case-management, or ticketing systems.
• Document research performed, troubleshooting completed, actions taken, customer education provided, and final resolution.
• Follow all applicable program, state, client, and company policies while maintaining quality and compliance standards.

Minimum Qualifications

• High school diploma or GED required.
• Minimum three (3) years of recent inbound contact center customer service experience within the last six (6) years.
• Strong troubleshooting, research, and critical-thinking skills.
• Excellent documentation and organizational skills.
• Strong verbal and written communication skills.

Benefits

• Paid Time Off
• Paid Holidays
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Cross-training opportunities
• Permanently full-time employment