Performant Corporation is an Equal Opportunity Employer (Minorities/Females/Disabled/Veterans).

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Call Center Representative (SCA) - San Angelo Texas Area (Tom Green County)
Job Code:2021-80-4-006
Location:San Angelo, TX
Status:Regular Full Time
  
Responsibilities:
The Call Center Representative will be part of a team answering incoming calls from customers of certain Performant clients, responsible for understanding customer needs and providing excellent customer service.

•Complete all required training, and appropriately apply information provided and learning to performing the duties.
•Answering inbound calls in a timely & courteous manner
•Actively listen and understand customer requests, questions and/or complaints
•Provides prompt and accurate answers to questions and/or direction to applicable resources form or contact
•Maintain professionalism with difficult customer interaction
•Accurately input data into the applicable system as required to document call activity.
•Ability to quickly understand information and situations and provide appropriate response
•Convey information effectively
•Consistently perform job duties achieving expected productivity and quality metrics for job duties and assignments.
•Assist in identifying trends and specific issues based upon service requests and activity
•Other duties as may be assigned
 

***IMPORTANT COVID RELATED INFORMATION***
•Hiring for this position is specific to a client program intended to begin training on specific start dates. 
•Offers of employment for this position are contingent upon successful completion of required pre-employment background, drug screening, and required government clearance process. 
•Training must be successfully completed, and clearance must be received prior to placement on the client program. Delay of the program by the client, failure to successfully complete all steps to submit for clearance in a timely manner, delay in receipt of clearance and/or denial of clearance may result in placement on temporary furlough or separation. 
• Work in this position is intended to be performed remotely from the employee’s home which must be located within the following specific area(s) approved for these positions – San Angelo, Texas (Tom Green, County)
•Must be able to meet requirements for and perform work assignments in accordance with Company policies and expectations on a home remote basis (and must meet Performant remote-worker requirements). 
•Basic office equipment required to perform remote work is provided by the company. Remote work requirements include, but not limited to, acceptable working internet, safe and appropriate work-space, location allows distraction-free work, and ability to maintain confidentiality.
Must be able to meet requirements for and perform work assignments in accordance with Company policies and expectations on a home remote basis (and must meet Performant remote-worker 

*Note - All employees and contractors for Performant Financial may and/or will have access to Sensitive, Proprietary, Confidential and/or Public data. As such, all employees and contractors will have ownership and responsibility to report any violations to the Confidentiality and Integrity of Sensitive, Proprietary, Confidential and/or Public data at all times.  Violations to Performant’s policy related to the Confidentiality or Integrity of data may be subject to disciplinary actions up to and including termination.
 
Required Skills and Knowledge:
•Strong ability to actively listen and communicate solutions
•Friendly, upbeat and positive attitude
•Ability to multi-task and make quick decisions
•Demonstrated ability to follow instruction
•Comfortable with technology and adapts to new systems and tools quickly
•Excellent written and verbal communication skills
•Excellent phone manner and professionalism
•Demonstrated ability to service customers with courtesy and professionalism at all times
•Refer to above “IMPORTANT COVID RELATED INFORMATION”
•Completion of Teleworker Agreement upon hire, and adherence to the Agreement (and related policies and procedures) including, but not limited to: able to navigate computer and phone systems as a user to work remote independently using on-line resources, must have high-speed internet connectivity, appropriate workspace able to be compliant with HIPAA, safety & ergonomics, confidentiality, and dedicated work focus without distractions during work hours.

Physical Requirements:

**NOTE: Must be able to meet requirements for and perform work assignments in accordance with Company policies and expectations on a home remote basis (and must meet Performant remote-worker requirements) until at which time staff will be notified and required to work from a Performant office location. Basic office equipment required to perform remote work is provided by the company.

-Job is in a busy standard is performed in an office environment with moderate noise level (or may be home-office setting subject to Company approval and Teleworker Agreement), sits at a desk during scheduled shift, uses office phone or headset provided by the Company using an office telephony system; views a computer monitor, types on a keyboard and uses a mouse.
-Reads and comprehends information in electronic (computer) or paper form (written/printed).
-Sit/stand 8 or more hours per day; has the option to stand as needed while on calls; reach as needed to use office equipment.
-Consistently viewing a computer screen and types frequently, but not constantly, using a keyboard to update accounts.
-Consistently communicates on the phone; headset is also provided.
-Occasionally lift/carry/push/pull up to 10lbs.
 
Education and Experience:

•1-2+ years of experience in a call center or customer service position
•High School Diploma or equivalent (GED or equivalent combination of education and work experience)
 
Other Requirements:
•Must submit to and pass pre-hire background check, as well as additional checks throughout employment
•Must not have any felony convictions or specific misdemeanors, nor on state/federal debarment or exclusion lists.
• Must not have any Federal or State liens resulting from County, State or Federal tax issues.
• Must not have any current defaulted student loans.
•Performant is a government contractor. Assignments for this position require timely submission to and successful outcome of background and government clearance as a condition of offer of employment and post hire condition of continued employment with the Company.
• Must submit to and pass drug screen pre-employment (and throughout employment). Performant is a Drug-Free Workplace.
 
This Job Profile is subject to change at any time.

Visa sponsorship is not available.

Job Profile is subject to change at any time. 

EEO
Performant Financial Corporation is an Equal Opportunity Employer.
Performant Financial Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, religion, gender, gender identity, sexual orientation, pregnancy, age, physical or mental disability, genetic characteristics, medical condition, marital status, citizenship status, military service status, political belief status, or any other consideration made unlawful by law.
NO AGENCY SUBMISSIONS WITHOUT PERFORMANT AUTHORIZED AGENCY AGREEMENT AND APPROVED PERFORMANT JOB ORDER