Pivot Point Consulting enables healthcare organizations to realize the most value from their technology and resources through Managed Services, Data & Analytics, EHR, ERP, Advisory, Virtual Care and Cybersecurity services. Its award-winning industry experts deliver Consulting, Managed Services and Talent Solutions to providers, payers, life sciences and technology organizations.

The firm is currently ranked #1 Best in KLAS: Managed IT Services and has been repeatedly recognized as a top performer by KLAS in multiple categories, including #2 Best in KLAS: Partial IT Outsourcing (renamed Managed IT Services in 2023) and Best in KLAS: Overall IT Services Firm in 2022 and #1 Best in KLAS: Overall IT Services Firm in 2020. For more information, visit pivotpointconsulting.com.

Description:

The Level 1 Call Center Agent will be responsible to support customers from our 24×7 call center. This person must provide exceptional call center support. Customer Service and Communication skills are a must and critical to the success of this role.

Pivot Point Consulting Values:

The duties and responsibilities below are expected to be performed while observing the following Pivot Point Consulting Core Tenets:

A Team First Approach, supported by the core tenets; be proud to wear the jersey, stay team focused and assume positive intent.

Self-Awareness, supported by the core tenets; outlaws welcome, stay coachable and be comfortable with healthy conflict.

Solutions Oriented, supported by the core tenets; be entrepreneurial, be electable, and fix the problem not the blame.

Grit, supported by; work hard stay free and play ‘til the whistle.

Communication: Communication is king. At PPC, we phone first.

Trust: Building genuine relationships is critical to our success.

Quality: We strive for excellence in all we do.

Happyology: It makes the world go round.

Think: We are thought leaders.

Duties and Responsibilities:

Ticket/Issue Escalations for assigned call center

Accurately process and record call transactions using a computer and designated tracking software

Assist with last minute coverage needs

Review customer’s information and determine the issue by evaluating and analyzing the symptoms

Deliver service and support to end-users, including via remote connection or over the Internet

Research required information using available resources

Follow standard processes and procedures

Follow up and make scheduled call backs to customers where necessary

Stay current with email, team chats, system information, changes, and updates

Follows proper escalation procedures as defined by management

Ensure customers receive prompt, accurate and courteous service

Supervision Responsibilities: No

Travel: No

Competencies:

Oral Communication: Speaks in a clear, concise, and confident manner.

Listening Skills: Attentively listens to understand and interpret what is being said.

Judgement: Forms reasonable interpretations about relationships and situations that affect actions. Develops objective opinions.

Marketing: Interprets, delivers, and communicates value to appropriate target audience.

Emotional Intelligence: Maintains a high level of self-awareness and the ability to appropriately identify, manage, and respond to the emotions of self and others.

Written Communication: Develops written communication that is clear, concise, grammatical, and influential.

Adaptability: Responds to changes, delays, or unexpected events in a positive manner; Adapts working style to best fit a given situation.

Leadership: Self-directed with an innate drive to succeed; Accepts feedback with a desire for continuous improvement. Ethical.

Relationship Building: Builds, develops, and maintains strong relationships with others while building trust and connection.

Social Confidence: Exhibits self-confidence in social settings and when dealing with others.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

1-2 years of experience in the Information Technology and/or Call Center field preferred

2-year Associates degree or equivalent experience is desired.

Skills:

Proper phone etiquette and effective listening skills

Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.

Knowledge of customer service principles and practices (ITIL training a plus)

Medical/clinical terminology is preferred, but not required

Must be able to sit for long periods of time

Experience supporting software computer applications and equipment from a remote helpdesk environment

Experience with mobile device support (iPhone and Android)

Must be a team player and build good working relationships across all functions of the company

Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high-energy environment with a proactive focus

Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system

Need to be flexible, adaptable, and possess creative problem-solving skills

Compensation and EEOC:

Vaco strives to provide a work environment that is free of discrimination. It is the policy of Vaco that all applicants and employees are entitled to equal opportunity regardless of race, color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, veteran status, or other protected characteristics as required by local, state, and federal law.

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law, Vaco believes that the following salary range reasonably estimates the base compensation for an individual hired into this position in geographies that require pay range disclosure: $16 – $20/hour.