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Customer Care Representative

About the Employer
  • Randstad USA
yearly Salary
$26481.00 - $36111.00

Job Description

Job Description

We are looking to fill various Contact Tracer roles for a statewide client. This will be a Work From Home opportunity, and a laptop will be needed to perform the job duties. The Contact Tracer will use a web-based client resource management (CRM) platform to call all contacts of anyone diagnosed with COVID-19, determine exposure, assess symptoms, refer for testing according to established protocols, and provide them with instructions for isolation or quarantine. Contact Tracers will maintain ongoing communication with contacts to assess symptoms, ensure compliance with quarantine and determine social support needs and/or handle reporting of issues that arise. Contact Tracers are required to follow set scripts and adhere to policies and procedures provided by the client. They will also comply with Department training regarding confidential information related to personal information.

Responsibilities

 

  • Work in collaboration with the Case Investigator from the local health department (LHD).
  • Call contacts of newly diagnosed cases.
  • Communicate with contacts in a professional and empathetic manner maintaining emotional and cultural awareness.
  • Collect and record information on symptoms and needs into the CRM with accuracy.
  • Provide contacts with approved information about isolation and quarantine procedures, and if appropriate, refer them to testing according to protocol and/or to a COVID-19 Community Support Specialist for social resources.
  • Follow a set script to inform contacts about the importance of isolation or quarantine and what to do if symptoms are present or develop.
  • The contact center will operate 7 days a week between the hours of 8am and 7pm. Weekends are required.

Skills

  • Customer Service
  • Telephone Etiquette
  • Basic Software Skills
  • Interpersonal Sensitivity
  • Active Listening
  • Empathy
  • Typing Skills

Education

  • High School (required)

Qualifications

  • Years of experience: 2 years
  • Experience level:Experienced

Shift: First

Working hours: 8 AM - 7 PM

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.



Company
Randstad USA
Customer Care Representative

Tags: business