Community Services Group, Inc.
  • Lancaster, PA, USA
  • Full-Time

Community Services Group (CSG) is accepting applications for a Call Center Specialist in Lancaster, PA.  We are looking for a caring, compassionate and motivated person to join our team of dedicated professionals and enjoy a rewarding career helping to improve the lives of others!

We are hiring for a full-time (40 hrs/wk) position.  Specific hours will be discussed during interviews, but you must have the ability to work flexible hours as our call center is open 7:30 AM to 5:30 PM.  This position offers a complete medical insurance and benefits package for those who qualify. 

At CSG, a Call Center Specialist is responsible for providing a positive first impression and interaction with all customers using CSG's centralized telephone system. They manage all company-wide calls that are not filtered by the automated attendant and provide informed assistance and direction to all internal and external customers.

As a member of the Call Center Team, a Call Center Specialist will learn and recognize the principles of Trauma Informed Care in order to fulfill the duties of their role and understanding the reason for CSG's existence is the assurance of the highest level of quality to the individuals in our care. 

To be successful in this position you must have strong communication, customer service and problem solving skills as well as be a team player! 

Essential Duties and Responsibilities:

  • Assists internal/external callers in a friendly and professional manner, providing informed guidance and referring inquiries to appropriate subject matter expert.
  • Accepts new customer referrals and engages customers by telephone. 
  • Begins the initial screening process and schedules appointments for intake assessments.
  • Ensures all information is entered into the Electronic Health Record (EHR).
  • Optimizes customer satisfaction and provider time with the scheduling of appointments in an accurate and timely fashion. 
  • Completes initial verification of payment resources, insurances and relevant customer demographics.
  • Reviews all information, ensures accuracy and forwards to program.  
  • Provides and ensures excellent customer service by providing informed responses to internal/external customers through phone, e-mail, and Help Desk tickets in an accurate and timely fashion.
  • Handles customer inquiries/complaints/concerns by exercising active listening, good judgment, problem-solving and conflict resolution skills such as clarifying information, researching and exploring alternative solutions, implementing solutions and escalating unresolved issues to the appropriate designated personnel. 
  • Serves as a resource to programs and community and provides knowledge to all internal and external customers.
  • Coordinates with internal customers to expedite resolutions and process improvement on behalf of customer.  
  • Revises process documentation when changes are made.  Participates in updates to the appropriate electronic agent tools and resources. 
  • Enhances CSG's reputation by focusing on collaborative, proactive and solution oriented interactions with all parties and will monitor through formal and informal feedback.    
  • Adheres to established call center standards, decorum, and deadlines to ensure customer service and team expectations are met.
  • Protects clients' right by maintaining confidentiality of personal information. 
  • Performs other duties as assigned

Qualifications:

Must have one of the following:

  • A Bachelor's degree in a Human Services field and 1 year experience in office environment or an equivalent combination of education and experience; OR
  • An Associate's Degree in Human Services or 2 years of advanced training and 3 years' experience in office environment or an equivalent combination of education and experience.

Must have all of the following:

  • Knowledge of insurance, medical terminology, managed care industry, and benefits.
  • Knowledge of computers, Microsoft Office Suite, and web-based software systems.
  • The ability to obtain clearances as defined by regulations.
  • Be able to work flexible schedules to accommodate needs of programs.

Preferred:

  • Bilingual (English/Spanish) applicants are preferred but not required.  
  • Call center experience is a plus.

Apply today to Join our Team!

A World of Career Opportunities Awaits You at CSG!  Together, We Can Do Great Things!

Community Services Group is proud to be an Equal Opportunity Employer supporting Workforce Diversity.

Community Services Group, Inc.
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