One Call

Join Our Team and Make a Difference! 

Are you looking for an impactful role where you finish the workday knowing you helped someone? Whether you are part of our care coordination team or playing a supporting role, the work our colleagues do every day enables us to collectively reach our mission of getting people the care they need when they need it. By staying committed to our core values of Think Big, Go Fast, Deliver Awe, and Win Together we can positively impact the lives of the injured workers we serve and get them back to the things that matter most in life.

Salary Range:

This compensation range considers a wide range of factors, including, but not limited to, skill set, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate is not adjusted for geographic differential associated with the location where the position may be filled. At One Call, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case.  

What We Provide in Return for Your Commitment to Our Mission 
We offer a vast array of benefits to help support the whole you, including:  

• Remote Work: We are a remote-first company and almost all positions receive the flexibility of working from home. 
• Generous Time Off: Besides 8 company holidays and 2 personal days every year, all colleagues receive a minimum of 18 days of paid time off. 
• Comprehensive Benefits Package: Including medical, dental, vision, and pet insurance; 401(k) matching program; and company-paid life insurance and short and long-term disability coverage.   
• Supportive Services: Just like our colleagues get injured workers the care they need when they need it, we want to do the same for our colleagues in their time of need. We offer a Colleague Assistance Program that provides free counseling and financial services, and our One Call Foundation, a non-profit arm of our company, provides colleagues financial assistance during times of unexpected hardships.  

JOB SUMMARY: 

Provides customer support to business customers via the telephone and/or Internet (e.g. instant message, email). Handles customer inquiries and resolves simple and basic support issues, such as address changes, processing orders, warranty, or billing/payment. For product or service-related issues, will move the customer to the appropriate Product Support Specialist. Performs other administrative duties as requested. 

ESSENTIAL DUTIES & RESPONSIBILITIES:  

• Provides customer support by phone, email, or instant messaging to business customers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to the proper Product Support department.
• Processes a high volume of customer inquiries of One Call Care Management products and services and resolves a targeted percentage of those inquiries.
• Troubleshoots customer problems, identifies the root cause of the problem, and uses tools and resources appropriately to determine how to resolve customer problems.
• When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
• Updates customer information and ensures accurate entry of contact information.
• Meets the standards of the job, such as quality standards, adherence to schedule, and average handle time.
• May provide guidance and/or mentoring to less experienced Customer Service Associates - Business. 

EDUCATIONAL AND EXPERIENCE REQUIREMENTS: 

• A high school diploma or GED is required for this role.
• An associate or bachelor’s degree is preferable, or the equivalent combination of education, training, and work experience.

ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES: 

• Knowledge of the company’s products, services, and business operations to enable resolution of customer inquiries.
• Excellent customer service skills that build high levels of customer.
• Excellent verbal and written communication skills.
• Computer navigation and operation skills.
• Demonstrates effective people skills and sensitivities when dealing with others.
• Ability to work both independently and in a team environment.
• Ability to work in an environment that aligns with the company's diversity, equity, inclusion, and belonging standards.
• Ability to work both independently and in a team 
• Demonstrate our core values of Think Big, Go Fast, Deliver Awe, and Win Together. 

 
PHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT: 

• This position will be performed in the colleague’s home. Work-from-home requirements include the colleague’s ability to set up computer equipment within their home office.
• This job is primarily sedentary and may involve repetitive motions; the colleague must be able to remain stationary for extended periods, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously.
• The colleague must be able to discern text displayed on a monitor, input data into specific fields using a keyboard, and adjust focus to distances of up to three feet.
• The colleague must have the ability to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations that require speed or productivity.
• The colleague must be able to manage moderate to significant mental stress because of, but not limited to, a dynamic and heavy workload.

Please be advised that job descriptions typically change over time as business needs, job requirements, and employee skill levels change. As such, One Call retains the right to change or assign other duties to this position at any time.  

ADDITIONAL LEVELS WITHIN JOB FAMILY:  

Care Coordinator Senior 

Senior level role. The Care Coordinator Senior is highly skilled with extensive proficiency. Responds to a high volume of inquiries about One Call Care Management’s products and services. Questions and issues are predominantly routine, but associates must be able to deviate from standard scripts and procedures as needed. Handles situations that may require adaptation of response or extensive research. May require advanced problem-solving. Plays a lead role in customer escalations. Coaches and shares information with professionals with less experience and/or expertise. Works under general supervision with some latitude for independent judgment and can organize workload to accomplish goals. Typically requires four or more years of experience in a call center or customer service-related position in a service industry. One or more years of workers' compensation services experience is preferable. Customer Service Representative Seniors are expected to meet established quality metrics and exceed established productivity metrics, will handle all lines of service, and be expected to have a high level of knowledge on all service lines. Makes recommendations for changes and improvements to customer support strategies and participates in the implementation of new processes and standards.