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Call Center Support Mentor job in Boise at Gainwell

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Call Center Support Mentor at Gainwell

Call Center Support Mentor

Gainwell Boise, ID Full Time
Job Description:

Customer service professional responsible for mentoring current/new staff members in addition to regular Call Center duties such as answering the customer inquiries to ensure processing is in accordance to billing procedures. Follow up with supervisor and/or provider representatives on more complex, non-routine customer inquiries, including member requests and concerns. The mentor will also work closely with Service Level Agreements, monitor and complete required reporting. Excellent verbal communication skills required.


  • Provide support, training, and assistance to current/new staff
  • Assure call center staff completes tasks as required and provide coaching and assistance when needed
  • Monitor that SLA are being kept and provide daily/weekly reporting, or as needed
  • Answer inbound calls. Providing excellent oral communications with quality customer service.
  • Address billing and eligibility questions and commit to follow up necessary to resolve.
  • Create and manage call logs. Proving excellent written communications.
  • Provide excellent customer service to include offering added assistance as appropriate. This Includes becoming familiar with web service offerings in order to direct a provider to these offerings.
  • Update various request on member/provider related assistance and maintain a daily log and spreadsheet for reporting.

Education and Experience:

  • Minimum of a high school diploma or GED.
  • Previous customer service/mentoring experience in a professional setting.

Knowledge and Skills:

  • Two years or more of customer service experience, either face-to-face or by phone.
  • Detail oriented
  • Prompt and reliable
  • Experienced PC Skills using Microsoft Office products, Word, Excel and Outlook
  • Excellent verbal communication and Customer Service skills


Recommended Skills

Coaching And Mentoring
Verbal Communication
Microsoft Outlook

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