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Tier 2 Call Centre Jobs (NOW HIRING)

CoolSys

Representative 2, Call Center

Phoenix, AZ · On-site

$20 - $22/hr

Minimum 2 years of Call Center/Dispatch experience or experience in a fast-paced and mission-critical response environment. * Ability to handle multiple tasks concurrently. * Stay calm under pressure.

Varite

Call Center Representative

Lewisburg, TN · On-site

$14.75 - $18.25/hr

Customer inquiries are triaged by Tier 1 and transferred to the Tier 2 representatives * Agents are ... Familiarity with SAP and Call Center, and Sales Force a plus The ideal candidate will be a high ...

Collabera

Fraud Analyst (Call Center)

Phoenix, AZ · On-site

$18 - $22/hr

Tier II: Fraud and no Call Center or Call Center and no Fraud * Tier III: No Call Center and no Fraud but good customer service exp Qualifications * Customer Service/Call Center assessment is a ...

Butler America

CSR / Call Center Rep

Lewisburg, TN · On-site

$15 - $17/hr

CSR / Call Center Rep Location: Lewisburg, TN (37091) Job ID: #73121 Pay Range: $15-17 Schedule ... Customer inquiries are triaged by Tier 1 and transferred to the Tier 2 representatives * Agents are ...

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Tier 2 Call Centre information

What is the difference between Tier 2 Call Centre vs Tier 1 Call Centre?

AspectTier 2 Call CentreTier 1 Call Centre
ResponsibilitiesHandling complex customer issues, technical support, troubleshootingManaging basic inquiries, providing general information, initial customer contact
Required SkillsAdvanced problem-solving, technical knowledge, communication skillsBasic communication, customer service skills
Work EnvironmentMore specialized, often technical or product-specificHigh-volume, general customer service setting
CredentialsOften requires technical certifications or experienceMinimal formal credentials needed

In summary, Tier 2 Call Centres handle more complex and technical customer issues compared to Tier 1 Call Centres, which focus on basic inquiries. Tier 2 agents typically require specialized knowledge or certifications, whereas Tier 1 roles are more general and entry-level.

What is Tier 2 in a call center?

Tier 2 in a call center refers to a higher level of technical support or customer service, where agents handle more complex issues that Tier 1 agents cannot resolve. These agents typically have specialized knowledge, troubleshooting skills, and access to advanced tools to resolve escalated customer problems efficiently.

What is a Tier 2 call centre agent job description?

A Tier 2 call centre agent handles more complex customer issues that cannot be resolved by Tier 1 agents. They require strong problem-solving skills, product knowledge, and often use customer relationship management (CRM) software to document interactions and solutions. These roles typically involve troubleshooting, technical support, and providing detailed assistance to ensure customer satisfaction.

What is a Tier 2 call centre customer service representative?

A Tier 2 call centre customer service representative handles more complex customer issues that cannot be resolved by Tier 1 agents. They typically have specialized knowledge, technical skills, and access to advanced tools to troubleshoot and resolve escalated problems efficiently.

What are popular job titles related to Tier 2 Call Centre jobs?

For Tier 2 Call Centre jobs, the most frequently searched job titles are:

Infographic showing various Tier 2 Call Centre job openings in the United States as of August 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 78% Full Time, 14% Part Time, and 6% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution.

Patient Engagement Specialist - Tier II (Call Center) - Mansfield Orthopaedics

Morrisville, VT • On-site

Copley Hospital
Health Care and Social Assistance • 201 - 500 employees
Learn more about Copley Hospitalexternal

$21.96 - $27.84/hr

Other

Re-posted 23 days ago

Copley Hospital rating

6.8

Company rating: 6.8 out of 10

Based on 5 frontline employees who took The Breakroom Quiz

Job description

Patient Engagement Specialist - Tier II (Call Center)

Copley Hospital, located in Morrisville/Stowe VT, is in search of a Patient Engagement Specialist - Tier II (Call Center) to join our Mansfield Orthopaedics practice in the Morrisville location. Call Center Specialists are integral in arranging for the smooth flow of patients into outpatient services through referrals. The Call Center Team is the first introduction a patient has to our practice and every interaction with our patients needs to be positive and supportive. Specialists communicate directly with staff, patients, physicians and providers to ensure a positive experience for patients in obtaining their desired appointments with providers. Call Center Referral Specialists will provide courteous and professional phone support to patients by answering calls timely and demonstrating good listening and communication skills.

This is a Full-Time position (PT available). Copley Hospital has a variety of shifts available across Full-Time, Part-Time, and Per Diem needs. Please consider applying to discuss how your availability may align.

Compensation: $21.96-27.84/hour. The posted salary range reflects base compensation for candidates with a variety of experience. An offer within this range may be presented based on experience.

Responsibilities
  • Telephone: Courteously answers calls within 3 rings.
  • Registers and performs all related functions for Time of Service Patients:
    • a. Explains and obtains all necessary patient consents in a complete and timely manner.
    • b. Collects / provides financial paperwork as required.
    • c. Determines and collects patient co-payment amount and issues receipt.
    • d. Counts and verifies cash and payments with 100% accuracy.
    • e. Processes cancellation of services as required, notifying all pertinent hospital personnel as necessary.
  • Obtains and verifies patient information for pre-registration:
    • a. Obtains all relevant information from various scheduling offices.
    • b. Confirms appointment with patient and/or follows up with patient in a timely manner should information be found to be incorrect/incomplete.
  • Schedules special diagnostic tests for clinic patients as per providers orders. Communicates directly with the testing service or department and confirms the appointment with patients. Obtains screening information from patients as needed for different testing and ensures that this information is communicated to the appropriate department. Informs the patient of the scheduled date and procedure to follow on day of test Ensures that patient is scheduled for a follow up provider appointment following the test.
  • Performs all functions associated with scheduling appointments for patients. Communicating with patients, physicians, other staff members by telephone. Proficient with electronic medical records (EMR). Collecting payments. Solving scheduling problems.
  • Charge Entry and Non-patient encounter accounts:
    • a. Enters and reconciles patient charges prior to posting to patient account.
    • b. Processes and resolves non-patient encounter paperwork.
Qualifications
  • High school diploma or GED.
  • Post high school education is desirable, e.g., associates degree in business, secretarial science, etc.
  • One (1) year experience in a medical office setting as an administrative assistant, scheduler or similar function.
  • Excellent telephone skills etiquette. Organized. Good follow-up abilities. Personable, establishes patient rapport. Able to put patients at ease. Some computer skills.
  • Comfortable with multitasking.

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