Call Center Representative I

McLean Hospital
United States, Massachusetts, Belmont
115 Mill Street (Show on map)
Mar 28, 2025
Summary Responsible for using knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems. Does this position require Patient Care? No Essential Functions -Answers or makes calls to clients to learn about and address their needs, complaints, or other issues with products or services. -Responds efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued. -Engages in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed. -Utilizes software, databases, scripts, and tools appropriately. -Understands and strives to meet or exceed call center metrics while providing excellent consistent customer service. -Adheres to all company policies and procedures as well as defined training. Hours: 7:00am - 3:00pm Education High School Diploma or Equivalent required Can this role accept experience in lieu of a degree? No Licenses and Credentials Experience Customer Service Experience 1-2 years preferred or Call Center Experience 1-2 year preferred or Foreign Language Experience 0-1 year preferred. Healthcare experience a plus. Knowledge, Skills and Abilities - Familiar with telephone etiquette and customer service basics. - Exceptional customer service, active listening, and verbal and written communication skills. - Understanding of company products, services, and policies. - Proficiency with computers, especially with CRM software, and strong typing skills. - Strong time management and decision making skills. - Fluency in multiple languages may be desired. Physical Requirements Standing Occasionally (3-33%) Walking Occasionally (3-33%) Sitting Constantly (67-100%) Lifting Occasionally (3-33%) 20lbs - 35lbs Carrying Occasionally (3-33%) 20lbs - 35lbs Pushing Rarely (Less than 2%) Pulling Rarely (Less than 2%) Climbing Rarely (Less than 2%) Balancing Occasionally (3-33%) Stooping Occasionally (3-33%) Kneeling Rarely (Less than 2%) Crouching Rarely (Less than 2%) Crawling Rarely (Less than 2%) Reaching Occasionally (3-33%) Gross Manipulation (Handling) Constantly (67-100%) Fine Manipulation (Fingering) Frequently (34-66%) Feeling Constantly (67-100%) Foot Use Rarely (Less than 2%) Vision - Far Constantly (67-100%) Vision - Near Constantly (67-100%) Talking Constantly (67-100%) Hearing Constantly (67-100%) The McLean Hospital Corporation is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.