Call Center Representative

Join Our Team: Customer Support Specialist

Are you passionate about providing exceptional customer service? Do you thrive in a fast-paced environment where you can make a real difference in people’s lives? If so, Mass General Brigham invites you to join our team as a Customer Support Specialist in our dynamic call center!

Your Mission:

As a Customer Support Specialist, you’ll be the first point of contact for our valued patients and customers. You’ll play a vital role in ensuring they receive timely, efficient, and compassionate support. Your responsibilities will include:

• Scheduling appointments with precision and care.
• Answering questions with clarity and empathy.
• Handling complaints with professionalism and a focus on resolution.
• Troubleshooting problems effectively and efficiently.

This role requires managing a high volume of inbound calls (approximately 70-90 calls per day), so excellent multitasking and communication skills are essential. You will be supporting a multi-disciplinary team and contributing to a positive and helpful environment.

The Details:

This position is based out of our Lawrence, MA call center at 370 Merrimack Street. The ideal schedule is Monday through Friday, 8:30 AM to 5:00 PM. We value in-person collaboration and require employees to be onsite during the initial onboarding and training period (typically a few weeks). However, we offer remote work opportunities after successful completion of the training and acclimation period.

What You’ll Bring:

• High School Diploma or equivalent is required.
• 1-2 years of experience providing top-notch customer service is preferred.
• Experience in a call center environment (0-1 year) is a plus.
• Experience with other languages (0-1 year) is an added advantage.

Essential Skills:

• Familiarity with proper telephone etiquette and customer service basics.
• Exceptional active listening, verbal, and written communication skills.
• A solid understanding of company products, services, and policies (training provided).
• Proficiency with computers, including CRM software, and excellent typing skills.
• Strong time management and decision-making abilities.
• Fluency in multiple languages is highly desirable.

Your Rewards:

At Mass General Brigham, we believe in investing in our team members. We offer a competitive compensation package that considers your unique skills, experience, education, and certifications. In addition to base pay, you’ll enjoy:

• Comprehensive benefits package.
• Opportunities for career advancement within a leading healthcare organization.
• Differentials, premiums, and bonuses as applicable.
• Recognition programs to celebrate your contributions and support your professional growth.

We encourage you to click the ‘Apply’ button for more detailed information about this exciting opportunity!