Hybrid Customer Service (Oakland, CA) (Remote in CA) (Remote) Customer Service (Oakland, CA) (Remote in CA) (Remote)

For over 21 years, TDB Communications, Inc. has placed over 2000 employees in various positions across the United States. We are looking for enthusiastic, experienced Remote Customer Service Representatives to continue to make a positive impact on our customers.To prepare you for this endeavor, TDB will offer paid, comprehensive training that will provide you the tools and resources to assist our caller(s) with the highest level of service, support, and professionalism.This position is remote but applicants within a 50-mile radius of 820 Stillwater Rd Sacramento, CA 95605 will go onsite to pick up equipment.Applicants that live outside the 50-mile radius will be mailed their equipment.Interviews will be held from 11/11/24 – 11/19/24.The anticipated start date will be 12/10/2024.Pay and Benefits:Base Rate: $18.00 per hour.Medical, Dental, Vision, and 401k benefits availableEducation and Qualifications:

• High School diploma or equivalent required
• Minimum one (1) year customer service experience required
• Must submit speed test via speedtest.net. Download speeds must be at least 60mbps and upload speed must be at least 6mbps.
• Experience working with computer software, customer relationship management tools and telephone technology
• Experience working with and skilled in the use of help desk software
• Ability to utilize problem-solving skills in complex situations
• Excellent communication skills, both written and oral
• Ability to work independently and as a team

Responsibilities include (but not limited to):

• Member and Provider Agents are responsible for responding to general to moderately complex telephone calls and troubleshooting and responding to customer issues.
• Answers telephone calls using an automated system and responds to general to moderately complex questions and/or forwards calls to appropriate personnel.
• Research member or provider calls/inquiries and responds to appropriate parties in accordance with Service Level Agreements (SLAs).
• Records calls in a Customer Relationship Management (CRM) ticketing solution, resolves customer requests/inquiries and updates CRM history with results of inquiry (which includes proper documentation).
• Interfaces with team personnel, management, and customers in reference to customer service issues.
• Conducts outbound calls to customers in response to customer direction or other business needs.
• Responding to numerous phone inquiries daily
• Using standard call-center technology: telephones, e-mail and web browsers
• Assisting callers in finishing online applications
• Filling out timesheets
• Adhering to privacy rules set forth by the programs we service
• Adhere to provided schedule.
• Connecting callers with leadership as needed
• Maintaining up-to-date knowledge of regulations and policies as they apply to the various programs we service
• Reporting problems through an easy online system
• Responding to telephone inquiries within set time parameters
• Completing all assigned training as necessary

Physical Requirements And Work Environment

• All employees are required to wear a mask when they are in community with other employees (as recommended by CDC guidelines)
• Prolonged sitting throughout the workday with occasional mobility required.
• Corrected vision within the normal range.
• Hearing within normal range. A device to enhance hearing may be provided if needed.
• Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a financial calculator, personal computer, and telephone.

About TDBTDB Communications, Inc. is an 8(a) minority owned, service-disabled veteran-owned small business (SDVOSB). We support government agencies with a scalable workforce, program management, and information processing solutions.Since 1999, we have deployed thousands of employees for 70 agencies in 30+ states. We’ve have proven our ability to serve the government with the highest levels of quality and productivity.Reasonable AccommodationIf you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.EEO StatementTDB Communications, Inc. is an Equal Opportunity Employer. All employment decisions at TDB are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.Texting Notice We communicate with applicants by text in additional to email and phone. If you apply for this position, we may text you about this position, your application for the position or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt out at that time.