Remote Case Manager Jobs in Oregon (NOW HIRING)

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The primary objective of the Customer Experience Associate (CEA) is to project a professional image and provide excellent customer experience in all communications and interactions.   This is a key role within the organization as you are the face and voice of our customers and our Human Brand.  You are the front line of support for our customers answering the their questions and enquires to ensure satisfaction with our products, and services, and (when applicable) actively promoting new services.   This is not a conventional call center role with the focus on customer experience as opposed to handling time.  With this in mind, the CEA must be passionate about customer experience and providing world-class service to our customers to achieve both individual and company objectives.   This is a remote role.

**This position is not available to residents of California**.

• Provide a high-quality experience to our customer at all times, through multiple communication channels achieving designated KPI's associated with the role.
• Actively promote products and services to our customers, explaining products and making recommendations based on customer driven information.
• Actively seek opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty.
• Manage day to day contacts:
  • Deliver accurate, professional and timely support to customers during the examination and education registration process and strive to achieve first time resolution on every contact.
  • Resolve customer concerns through the case management system; create cases for each contact handled.
  • Assist customers and candidates with items such as: password resets; contact or profile change requests; "how-to" issues concerning website use; certification process and renewal related issues/inquires; extensions; etc.
  • Process payments for annual maintenance fees and diagnoses payment errors.
  • Register customers for seminars.
• Multitask through multiple web applications: Case Management System, Live Person Agent Desktop and IntelliVUE, etc.
• Recognize, document, and inform the regional manager regarding trends in customer correspondence.
• Escalate complex inquires / requests to subject matter experts.
• Carry out effective outreach to customers as required.
• Assist CPE Auditor with non-complex audits and mass continuing professional education (CPE) credits entries.
• Perform miscellaneous duties as assigned.

• Ability to demonstrate and support the 5 Company Core Values: Integrity, Advocacy, Commitment, Diversity, Equity & Inclusion and Excellence.
• Demonstrate commitment to valuing diversity and contributing to an inclusive working and learning environment.
• Demonstrate self-motivation.

• Must have excellent written and verbal communication skills in English.
• Must have excellent PC skills including MS Office products (Word, Excel, Power Point, Outlook), internet and web applications/navigation
• Ability to build an inclusive culture that encourages, supports and celebrates diversity; serve as a role model to promote DEIbest practices.
• Demonstrate passion for customer experience and has the ability to put the customer and candidate at the heart of all interactions.
• Demonstrate effective organization skills and the ability to multitask.
• Ability to work effectively in a group as well as independently with minimal supervision while maintaining a high level of quality.
• Ability to assimilate knowledge and information relating to customership, exams and the products that we market, and communicate this clearly and with enthusiasm and energy to our customers.
• Ability to interact in a cooperative and professional manner with others.
• Demonstrate detail oriented and good follow-up skills.
• Ability to problem solve in a timely manner.
• Ability to handle confidential information with discretion.
• Experience working with AI tools or a demonstrated willingness to learn.

• High School diploma or GED required.
• Minimum 3 years of customer service experience in a call center environment, preferred.
• CRM/database applications experience (i.e. Salesforce), a plus.

• Work normal business hours, and occasional extended hours or overtime, when necessary.
• Remain in a stationary position, often standing or sitting, for prolonged periods.
• Regular use of office equipment such as a computer/laptop and monitor computer screens.

The pay range for this position is $22.21 - $23.05/Hr.

Final pay is based on several factors including but not limited to internal equity, market data, and the applicant's education, work experience, certifications, etc.

Information regarding our comprehensive benefits package is available here.

This position will be posted for a minimum of 5 calendar days. This is a current vacancy, and the employer intends to fill this position within approximately 30 days.

All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.