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Title

Call Center Floor Support 

Description

Job Title: Call Center Floor Support

Department: Call Center

Reports To: Call Center Support Team Lead

FLSA Status: Regular Non-Exempt

Location: Clearwater, FL

ROLE SUMMARY

The Call Center Floor Support provides daily assistance and coaching to Inbound Care Consultant by answering questions and giving them feedback to maximize call center performance.

KEY DUTIES AND RESPONSIBILITIES

Assist Inbound Care Consultants by answering questions and providing guidance and feedback

• Responsible for handling call escalations, as needed

• Keep management informed on issues and problems

• Monitor and ensures Inbound Care Consultants are remaining on task

• Ensure adherence to company policies, procedures, and guidelines

• Handle patients’ calls, as needed, to support queue and service levels

• Answer bat phone calls and messages

• Provide timely responses to emails on the Call Center Leadership Team inbox

• Handle patients’ questions and complaints via chat

• Keep current with company and call center updates

• Handle Patient Issue Template entries, as needed

• Complete end-of-day reports

• Assist with special projects and performs other duties, as assigned.

SKILLS AND QUALIFICATIONS

• High-school diploma or equivalent (GED)

• Ability to work independently in a dynamic, fast-paced environment and with a variety of personalities at various seniority levels • Must possess excellent people skills and be able to communicate effectively with others in both verbal and written form • Must be able to work effectively without supervision and in a team environment providing exceptional customer service • Strong interpersonal skills, business sense, and professionalism to communicate with all levels of management and staff; ability to uphold a strict level of confidentiality and discretion

• Able to understand and follow written/oral instructions, strong attention to detail and organizational skills • Ability to respectfully and politely interact with customers and team members

• Basic understanding of Microsoft Word, Excel, and email

• Strong work ethics, including exemplary attendance

• Able to communicate in conversational English in order to work effectively with customers and team members, operate electronic equipment (computer, laptop),?comprehend safety procedures,?and utilize telecommunication devices

ADDITIONAL MINIMUM QUALIFICATIONS

• Must possess a valid driver’s license and a clear driving record

• Must be able to pass a level 1 and level 2 background check and drug screening

• Must be at least 21 years of age

• Must possess the mental and physical capacities necessary to perform the job duties

PHYSICAL REQUIREMENTS

• Must be able to push, pull, move, and/or lift a minimum of 25 lbs. to a minimum height of 5 feet and able to push, pull, move, and/or carry such weight a minimum distance of 50 feet, with or without mechanical assistance

• Must be able to work seated/standing as appropriate at workstations for extended periods of time, maintain body equilibrium while climbing ladders, stairways, stopping, kneeling, crouching, and reaching, and use hands/fingers to hold, grasp, turn, pick, pinch frequently/constantly to complete tasks

• Must have visual acuity with/without job aids to perform activities such as; reading, viewing a computer terminal, visual inspection involving small parts/details. Clarity of vision at 20 ft or more in day and night/dark conditions

• Must be able to speak and communicate verbally at conversation levels with co-workers, vendors, etc. (Moderate noise)

WORK SCHEDULE

40+ hours weekly with flexible hours depending on store needs. Must be available to work occasional evenings, weekends, and holidays.

Must be able to move intermittently throughout the workday. Must be able to see and hear or use prosthetics that will enable these senses to function adequately to ensure requirements of this position can be fully met. Due to the nature of our business, it is advocated that when representing Trulieve that our professionalism meets the needs of the medical patient base that we respectively serve. To uniformly align with the organization, an individual must be able to provide a level of communication that aligns respectively with the diversification of our patients which may exhibit opportunities to assess the situation and apply meaningful service. In addition, must be able to quickly identify and insert additional support where needed to deescalate situations without compromising Trulieve’s objective in serving our patient base with excellent customer service.

Equal Opportunity Employer ? Trulieve Supports a Drug Free Workplace

 

 

 
Position Requirements  
Full-Time/Part-Time Full-Time  
Shift Various Shifts  
Level 2 Background check required  
Position Call Center Floor Support  
Division Trulieve, INC  
Close Date  
Post Internal Days 0  
Number of Openings 6  
Number Filled 0  
Exempt/Non-Exempt Non-Exempt  
Req Number CAL-21-00046  
Open Date 11/8/2021  
Location Clearwater  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently accepting applications.

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