Job Description

BASIC QUALIFICATIONS

• High school diploma or G.E.D.
• 6 MONTHS MINIMUM, prefer one or more years of customer service or other telephone experience.
• Experience working with organizational functions and personnel.
• Experience working with fax machines, computer software, and telephone technology.
• Experience working with and skilled in the use of help desk software.
• Business and analytical problem-solving skills.

ESSENTIAL JOB FUNCTIONS

• Answers telephone calls using an automated system and responds to basic to moderately complex member questions and/or forwards calls to appropriate personnel.
• Research member calls/inquiries and responds to appropriate parties in accordance with service level agreements (SLAs).
• Records calls in a customer relationship management (CRM) ticketing solution, resolves written member requests/inquiries and updates member history with results of inquiry to include proper documentation.
• Interfaces with team personnel, management, and customers in reference to customer service issues.
• Conducts outbound calls to members in response to voicemail inquiries, customer direction or other business needs.

Company Description

Fortuna Business Management Consulting (Fortuna BMC) was founded in 2012 by practicing professionals with more than 50 combined years of experience. Our headquarters is located in McClellan, California with offices in Los Angeles and New York, and satellite offices in Philippines and Israel. Fortuna BMC is an active member of multiple California service agreements, including CMAS, ITMSA (Tier 2), CalPERS SpringFed Pool, as well as multiple municipalities and large corporation vendor pools.