Homeoffice Community Experience Coordinator bei Fusion Advantage

The Community Experience will strive to minimize the time taken between members calling in to get an estimated time of arrival for their scheduled locate late providers, reduce cancellations of visits as a result of a provider being late and convert the cancellations of visits due to late providers into reschedules. The operating hours for the team are Monday - Sunday 7am-7pm. The scheduled work week may include both weekend days (Saturday and/or Sunday) traditional weekdays (Monday- Friday).

Duties/Responsibilities:

• Be on time, ready to work at assigned work location on a daily basis.
• Respond well to coaching and supervision.
• Actively demonstrates teamwork at all times.
• Answer the phone at all times-minimize voicemails.
• Takes weekend call on a rotating basis.
• Generate and close tickets for problems that arise.
• Make sure no tickets are left in the queue.
• If further assistance is needed for an issue, assign tickets to the proper department.
• Telephone providers to get an update on their whereabouts.
• Assist providers with additional directions and answer questions as needed.
• Responsible for maintaining conversion rate on keeping appointments and rescheduling appointments.
• Record accurate logs of calls in various systems.
• Participate in staff meetings, conference calls, and other meetings, as needed.
• Complete reports as requested by Supervisor.
• Assist/coach/coordinate with other team members.
• Attend training sessions to acquire/enhance skills related to programs offered.
• Maintains a neat, orderly work area.
• Performs other incidental and related duties as required.

Required Skills/Abilities/Attributes: 

• Excellent verbal and written communication skills. 
• Knowledge of Microsoft Office.
• Ability to handle confidential information with diplomacy and tact.
• Excellent time management skills with a proven ability to meet deadlines.
• Exceptional judgment and active foresight.
• Understanding of the provider tenure process.
• Ability to effectively communicate and work in a team environment, successfully integrating individual work efforts to meet team objectives.
• Demonstrated research and problem-solving skills.
• Excellent prioritization and problem-solving skills.
• Ability to consistently maintain quality and production expectations.
• Positive, flexible approach to work and the ability to work on multiple tasks simultaneously and meet multiple hard deadlines.
• Ability to professionally handle difficult conversations in person and over the phone.
• Superior organizational skills and attention to detail.
• High level of customer service and follow through.
• Ability to work overtime and on call.

Education and Experience:

• High school diploma required.
• High level of customer service and/or phone experience.
• Minimum 1 year of successful work experience with the organization is preferred.
• Bachelor’s Degree preferred.
• Minimum of 2 years successful work experience in business environment
• Minimum one year of successful work experience with the organization is preferred.
• Prior experience in Customer Service preferred.
• Experience multi-tasking various computer programs.

Work From Home Requirements:

• Reliable and verified internet service is needed, with 10MB upload/download speeds available in your home. 
• Fusion will supply equipment, including computer, monitor, keyboard, headset, etc. All applicants need to furnish their own workspace furniture and ensure a quiet workspace environment. 

Travel: 

Physical Requirements: 

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times. 

Individuals seeking employment at Fusion Advantage are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, pregnancy status, parent or caregiver status, ancestry, political affiliation, veteran and/or military status, physical or mental disability, or any other status protected by federal or state law.