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Call Centre Operator Jobs in Virginia (NOW HIRING)

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Press Operator

Richmond, VA · On-site

$20 - $23/hr

... call center, administrative assistant, accounts payable clerk, accounts receivable clerk, file ... operator, manufacturing, manufacturing, manufacturing, pickers, packers, forklift, machine ...

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Call Centre Operator information

What are the key skills and qualifications needed to thrive as a call centre operator?

To thrive as a Call Centre Operator, you need strong verbal communication, active listening, problem-solving abilities, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, telephony systems, and call scripting tools is often required. Patience, resilience, and a positive attitude help operators manage challenging calls and provide excellent customer service. These skills and qualities are essential for resolving customer issues efficiently and maintaining high satisfaction in a fast-paced environment.

What are some common challenges faced by call centre operators, and how can they be managed effectively?

Call Centre Operators often encounter challenges such as handling high call volumes, managing difficult or upset customers, and meeting performance targets like average handle time or customer satisfaction scores. Successfully navigating these challenges requires strong communication skills, patience, and effective time management. Many call centres provide training and support systems, such as knowledge bases and escalation procedures, to help operators resolve issues efficiently and reduce stress. Building resilience and utilizing available resources can make the role more manageable and rewarding.

What is the difference between Call Centre Operator vs Customer Service Representative?

AspectCall Centre OperatorCustomer Service Representative
CredentialsHigh school diploma or equivalent; sometimes training in call handlingHigh school diploma; customer service training often provided
Work EnvironmentCall centers, inbound/outbound calls, fast-pacedOffice settings, in-person or call-based support
Industry UsageTelecommunications, retail, financeRetail, banking, healthcare, tech
Common Search/ComparisonYesYes

Both roles involve assisting customers, but Call Centre Operators primarily handle inbound and outbound calls in call centers, focusing on telecommunication or service issues. Customer Service Representatives may work in various settings, including in-person or over the phone, providing broader support across industries. While their skills overlap, the Call Centre Operator role is more specialized in call handling and telephony systems.

How to become a call centre operator?

To become a call centre operator, candidates typically need a high school diploma or equivalent and strong communication skills. Customer service experience and familiarity with call center software can be advantageous, and some employers may require basic computer skills or a background check. Training is often provided on the job to familiarize new employees with company protocols and systems.

What does a call centre operator do?

A call centre operator handles inbound and outbound customer calls to provide information, support, or resolve issues. They use communication skills and may utilize computer systems or customer management software to document interactions and ensure customer satisfaction.

What cities in Virginia are hiring for Call Centre Operator jobs?

Cities in Virginia with the most Call Centre Operator job openings:

Clinical and Technical Call Center Pharmacy Technician

Mclean, VA • On-site

Accede Solutions Inc.
Recruiting and Staffing Services • 11 - 50 employees
Learn more about Accede Solutions Inc.external

$18.75 - $23/hr

Other

Re-posted 9 days ago

Job description

Pharmacy Technician

The Pharmacy Technician for the PBM clinical and technical call center is expected to be a subject matter expert in areas of pharmacy knowledge as well as call center operations. Duties will include, but are not limited to, answering incoming calls and making outgoing calls for members, medical providers, or pharmacy providers, appropriate processing of prior authorization requests, and assisting members and providers with inquiries through other media platforms as needed (fax, web, e-mail).

Responsibilities:

  • Remain compliant with all PHI protocols and requirements including the handling of company confidential data according to policy and guidelines. Adheres to existing security policies and procedures.
  • Process submitted prior authorization requests within the required time frame mandated by the State client
  • Completion of approval process for prior authorizations where all criteria is met and clinical judgement of a pharmacist is not required
  • Complete necessary communication with providers regarding status of their authorization submission or any other inquiries
  • Follow standard operating procedures to receive incoming calls and use learned knowledge and resources to resolve the call on initial contact
  • Provide a positive experience when communicating with members and providers
  • Complete outreach to providers to obtain information when required
  • Appropriately document all inquiries received via phone, fax, or email for members or providers
  • Provide a high level of customer care with our members and providers
  • Meet all department requirements, goals, and performance expectations
  • Complete all tasks assigned within regulatory guidelines
  • Actively identify areas of inefficiencies and provide innovative suggestions to leadership to keep processes current
  • Develops understanding of the client's business and applies knowledge to support efficient procedures and adherence to service level agreements.
  • Performs standard, recurring processing and quality tasks in support of outsourced services within a specific industry and functional area. Demonstrates knowledge and skill in assigned work processes.
  • Complete any additional job-related tasks as requested

Skills:

  • Strong verbal and written communication skills
  • Balances accuracy, quality, and efficiency in all tasks
  • A willingness and ability to learn internal systems/processes/programs, as needed
  • Basic math skills
  • Familiarity with medication names and medical terminology
  • General computer knowledge including Microsoft Office, use of the internet, and email is required
  • Ability to learn quickly, solve problems, and make decisions with minimal supervision
  • Ability to adapt and work collaboratively in a fast-paced, production environment
  • Willingness to work a flexible schedule to accommodate peak volume times
  • Excellent attention to detail
  • Effective communication skills with internal and external clients, verbally and written
  • Knowledge of pharmacy insurance claims
  • Organization skills to balance and prioritize work
  • Ability to multi-task
  • Ability to work independently and as part of a team

Requirements:

  • Must be at least 18 years of age
  • High school diploma or GED required
  • Active pharmacy technician registration with a Board of Pharmacy or certified pharmacy technician from accredited program (PTCB, ExCPT, etc.) or must obtain certification within 12 months
  • 2 years of relevant experience as a pharmacy technician in retail pharmacy, hospital pharmacy, managed care, insurance, or pharmacy benefit management

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