ZipRecruiter

Log In

1

Service Center Inbound Calls Jobs in Massachusetts

Point32health

Member Service Advocate-27

Canton, MA · Remote

Job Summary Under the general direction of the Service Center Supervisor, the Member Services ... Inbound Call Management - Handle inbound calls from members with professionalism and attentiveness ...

Adecco

Call Center Representatives

Boston, MA · On-site

$23 - $25/hr

Handle a high volume of inbound calls (200-300 calls per shift) from hospitals and private medical ... Follow structured call scripts while providing professional, empathetic customer service * Triage ...

BrightonOne

Contact Center Representative

Brighton, MA · On-site

$25 - $26.25/hr

Position Summary The Contact Center Representative serves as the primary point of contact for ... Key Responsibilities Customer Service Operations * Respond to high-volume inbound calls from USFHP ...

BrightonONE

Contact Center Representative

Brighton, MA · On-site

$25 - $26.25/hr

Position Summary The Contact Center Representative serves as the primary point of contact for ... Key Responsibilities Customer Service Operations * Respond to high-volume inbound calls from USFHP ...

previous page

Showing results 41-60

All JobsService Center Inbound Calls JobsService Center Inbound Calls Jobs in Massachusetts

Service Center Inbound Calls information

What is a service center inbound calls representative?

Service Center Inbound Calls refer to telephone calls received by a customer service center from clients or customers seeking assistance. Agents handling inbound calls typically help with inquiries, technical support, order processing, billing questions, or resolving issues. These calls are essential for maintaining customer satisfaction and ensuring that concerns are addressed promptly. The primary goal is to provide accurate information and effective solutions to callers' needs.

What are the key skills and qualifications needed to thrive as a service center inbound calls representative?

To thrive as a Service Center Inbound Calls representative, 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, call center telephony systems, and ticketing platforms is commonly required. Patience, professionalism, and a customer-focused attitude help individuals excel in managing diverse inquiries and resolving issues efficiently. These skills and qualities are crucial for delivering high-quality customer service and maintaining client satisfaction in a fast-paced environment.

What are some common challenges faced by service center inbound calls representatives, and how can they be managed?

Service Center Inbound Calls representatives often encounter high call volumes, handling a wide range of customer issues, and managing difficult or upset callers. Time management and maintaining composure under pressure are essential to ensure all customer inquiries are resolved efficiently and professionally. Many organizations provide ongoing training, support from supervisors, and knowledge bases to help representatives navigate challenges and deliver positive customer experiences. Building strong communication and problem-solving skills can also make daily tasks more manageable and rewarding.

What is the difference between Service Center Inbound Calls vs Customer Service Representative?

AspectService Center Inbound CallsCustomer Service Representative
Primary RoleHandle inbound calls related to technical support, product inquiries, or service issuesAssist customers with inquiries, complaints, and account information across various industries
Work EnvironmentCall centers, technical support centers, or customer service departmentsCall centers, retail, or office settings
Required SkillsCommunication, problem-solving, technical knowledgeCommunication, problem-solving, interpersonal skills
Common CertificationsCustomer service certifications, technical support trainingCustomer service certifications, communication skills training

Both roles involve assisting customers via phone, but Service Center Inbound Calls typically focus on technical or product-specific support, while Customer Service Representatives handle a broader range of customer inquiries across various industries.

What cities in Massachusetts are hiring for Service Center Inbound Calls jobs?

Cities in Massachusetts with the most Service Center Inbound Calls job openings:

Service Center Inbound Calls jobs near you

Contact Center Representative

Brighton Marine Health Center

Brighton, MA • On-site

$19.25 - $25/hr

Other

Medical

Posted 25 days ago

Job description

Job Type: Full-time, 7:45am - 4:15pm OR 9:45am - 6:15pm
Location: 5 days per week in Brighton, MA office
FLSA Status: Non-Exempt
About Us
BrightonOne is a nonprofit social enterprise delivering healthcare, housing, and hope to veterans and military-connected families, with enterprise discipline in service to those who served.
Position Summary
The Contact Center Representative serves as the primary point of contact for members, providers, and internal partners within the US Family Health Plan (USFHP) at BrightonOne.
This role is responsible for delivering exceptional customer and provider service by handling inbound and outbound calls, resolving inquiries, and providing accurate information related to benefits, eligibility, claims, referrals, and care coordination for military beneficiaries and their families and providers.
Key Responsibilities
Customer Service Operations
  • Respond to high-volume inbound calls from USFHP members, providers, and caregivers in a professional, empathetic, and timely manner.
  • Provide accurate information regarding eligibility and enrollment, benefits and coverage, claims status and billing inquiries, and referrals and authorizations.
  • Educate members on plan benefits, navigation of the healthcare system, and available resources.
  • Demonstrate a customer-focused and compassionate approach when assisting members and providers.
  • Handle sensitive or complex member issues while maintaining professionalism and confidentiality.
Member & Provider Support
  • Support care coordination by connecting members with appropriate clinical or case management teams.
  • Escalate complex issues or grievances according to established protocols.
  • Provide clear and accurate information to help members navigate their healthcare benefits and available resources.
  • Maintain a high level of service and professionalism when interacting with military beneficiaries, families, caregivers, and providers.
Documentation & Systems
  • Document all member and provider interactions clearly and thoroughly in CRM or member systems.
  • Navigate multiple computer systems and applications to research information and resolve inquiries.
  • Utilize CRM platforms, Microsoft Office, and other applicable systems to support daily responsibilities.
  • Maintain accurate and timely documentation in accordance with established procedures.
Performance & Compliance
  • Meet or exceed key performance indicators (KPIs), including quality, productivity, and member satisfaction.
  • Maintain compliance with HIPAA and all federal, state, and Department of Defense (DoD) requirements.
  • Follow established policies, procedures, and protocols.
  • Perform additional duties as assigned.
Qualifications
Education & Experience
  • High school diploma or GED required.
  • Associate's or Bachelor's degree preferred.
  • 1+ years of customer service experience, preferably in a call center, healthcare, or insurance environment required.
  • Experience using computer systems, including CRM platforms and Microsoft Office required.
  • Experience in healthcare, managed care, or health insurance, especially TRICARE or Medicare/Medicaid is preferred.
  • Knowledge of USFHP or military health benefits preferred.
  • Experience handling sensitive or complex member issues required.
  • Bilingual skills, such as Spanish preferred.
Skills & Competencies
  • Strong verbal and written communication skills with the ability to explain complex information clearly.
  • Strong problem-solving and critical thinking skills.
  • Demonstrated commitment to customer service excellence.
  • Ability to multitask, navigate multiple systems, and work effectively in a fast-paced environment.
  • Customer-focused with a compassionate, service-oriented mindset.
  • Strong attention to detail and accuracy.
  • Ability to collaborate effectively with team members and adapt to changing priorities.
  • Ability to remain calm and professional in high-stress situations.
  • Cultural sensitivity, particularly when working with military families.

Physical Nature of the Job
This is an onsite contact center role requiring extended periods of sitting, computer use, and telephone communication. The position requires the ability to work effectively in a fast-paced contact center environment while managing multiple systems and customer interactions.
Equal Opportunity Employer Statement
BrightonOne is an Equal Opportunity Employer. We prohibit discrimination and harassment of any kind based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by federal, state, or local law. We strongly encourage applications from veterans and individuals with disabilities.
Accommodations are available upon request for candidates taking part in all aspects of the selection process.
Work Authorization
Candidates must be authorized to work in the United States without sponsorship now or in the future.
Salary Description
$25.00-$26.25 per hour

Apply