CUSTOMER SERVICE REPRESENTATIVE I

Palco, Inc. is a national provider specializing in management and support for self-directed programs, helping individuals hire and manage caregivers. The Customer Service Representative I provides essential support for individuals utilizing Medicaid services, ensuring customer satisfaction through effective communication and problem resolution.

Responsibilities:

• Communicates effectively with a range of individuals with varying educational levels, disabilities, and communication styles
• Respond to customer inquiries with timely and accurate information
• Uses person-centered techniques in all participant interactions
• Receives inquiries about Palco services, how to enroll on the program, and program guidelines and requirements
• Provides information on self-direction to assure that each individual is able to make informed decisions about their care
• Assists individuals in completing paperwork or understanding Program requirements
• Represents Palco in all interactions with the public by providing quality service to internal staff and external clients. Ensures privacy of our customers remains the utmost importance
• Initiates required action for response to caller requests, including the need for additional support by other Palco staff or requests for documents, and communicate such requests to the proper department
• Recognizes the need for additional services required by the caller
• Ensures the satisfaction of callers and professional handling of difficult or unusual situations
• Conducts follow-up phone calls for quality and satisfaction
• Participates in development, training, and other departmental meetings and adheres to corporate policies that concern the customer service department
• Accesses Palco software in order to retrieve information to answer inquiries and to update contact notes and other information into digital case records
• Requires additional duties as assigned
• Reports directly to the Customer Service Supervisor
• Adhere to all remote work policies and procedures

Requirements:

• Any combination of education and/or experience that has provided the knowledge, skills and abilities necessary for satisfactory job performance
• One year of experience performing customer support activities, preferably in a call center
• Working knowledge of contact with the public and telephone; modern office procedures and methods
• Good verbal and written communication skills
• Ability to electronically document records to a web-based chart
• Intermediate skills with Microsoft Office, email and internet
• Good problem-solving and listening skills
• Must exhibit the ability to work with the public under stressful circumstances in a fair, calm, and understanding manner and obtain positive results
• Skill in the operation of a variety of office equipment, including computers and networks
• CRM experience and/or Medicaid experience a plus
• Bilingual skills a plus