Call Center Customer Service Representative

Position Overview

Tempus Unlimited, Inc. is a nonprofit organization that provides community-based services to empower children and adults with disabilities to live as independently as possible. The Call Center Customer Service Representative (Regional Liaison) is responsible for managing both walk-in and phone inquiries related to enrollment and documentation for the Pennsylvania Community HealthChoices Participant-Directed Services program. This role also includes training and support for the Tempus Electronic Visit Verification (EVV) solution, working Monday – Friday, 8:30am to 4:30pm on a 35-hour work week.

Key Responsibilities

• Handle call center phone calls and assist walk-in participants and DCWs with inquiries.
• Act as a liaison between participants, DCWs, and Tempus by responding to inquiries and complaints.
• Provide in-person assistance, both scheduled and ad hoc, related to enrollment, F/EA documentation, and program questions.
• Help resolve discrepancies in reporting time worked and address DCW payment issues.
• Ensure ongoing compliance with Tempus quality standards and FMS contract requirements.
• Report all suspected incidents of Fraud, Waste, and Abuse to the appropriate authorities.

Required Qualifications

• High School Diploma
• Professional, friendly, and understanding personality with punctuality and dependability
• Ability to work both independently and as a team player with minimal direction
• Competence in data entry, basic formulas, and familiarity with office equipment and software
• Strong organizational skills, attention to detail, and confidentiality
• Experience with Excel and spreadsheets

Preferred Qualifications

• Proficiency in Microsoft Office software
• Call center and customer service experience
• Bilingual abilities, especially fluency in Spanish or other languages

Benefits & Perks

• Sign on bonus
• Referral bonus
• Work/Life Balance - flexible work schedules
• Paid time off - 25 days per year for full time staff
• 14 paid Holidays
• Tempus Wellness - Medical, Dental, Dependent Care Reimbursement, FSA and HSA
• Basic Life, Short Term and Long-Term Disability coverage
• On-site gym (Stoughton Location) and wellness initiatives
• Annual Reviews with merit-based increases
• Employee Recognition Program
• Financial Wellness - 403(b) Retirement Plan with matching
• Continuing Education, Training and Advancement opportunities