Epiphany Management Group is looking for a Call Center Agent that will assist in meeting our clients’ needs by providing outstanding customer service. The Call Center Agent will answer inbound calls from providers in order to provide and process information in response to inquiries, concerns and requests about products & services. The ideal candidate will be comfortable managing large amounts of inbound calls and troubleshooting in a timely manner. 

Responsibilities (Essential Duties and Responsibilities)

  • Answer inbound phone calls from clients and create tickets
  • Provide exceptional customer service to all callers
  • Escalate tickets regarding technical issues for appropriate resolution
  • Assist with on-the-job mentoring of new help desk agents as needed

Minimum Qualifications (Knowledge, skills, and abilities required)

  • Ability to use logic to troubleshoot issues
  • Excellent problem solving and critical thinking skills
  • Outstanding interpersonal and communication skills, both written and verbal
  • Professional and mature workplace attitude and behaviors
  • Previous customer service experience
  • Ability to organize and efficiently manage multiple priorities with a keen sense of urgency
  • Ability to interact effectively with all callers over the phone and with other associates of the organization
  • Ability to learn and effectively navigate relevant computer systems

Preferred Qualifications

  • Previous inbound call center experience
  • Experience troubleshooting

Position Type and Expected Hours of Work

Call Center Agents will be designated as either full-time or part-time.