PCG Customer Service Representatives are expected to answer calls coming from multiple queues, based on assignment, and take all appropriate follow-up actions.

• Effectively manage large amounts of incoming calls;

• Understand and be able to use all systems;

• Identify and assess customers’ needs to achieve satisfaction;

• Provide accurate, valid and complete information by using the right methods/tools;

• Handle complaints, provide appropriate solutions and alternatives;

• Meet personal and team goals and metrics;

• Work as a team member with all other staff;

• Follow procedures, guidelines and policies;

• Other duties as necessary.

• High school degree or GED; Bachelor’s Degree is desirable;
• 6 months Call Center experience preferred; or 1 year customer service with strong phone contact handling skills;
• Active listening skills;
• Strong computer skills;
• Knowledge of Microsoft Office programs;
• Excellent written and verbal communication skills;
• Ability to maintain confidentiality;
• Ability to multi task in a fast paced environment;
• Experience in meeting deadlines and adhering to strict standards;
• Enthusiasm for work responsibilities;
• Knowledge of Medicaid is desirable;
• Bilingual with Spanish preferred