Job Details
Description
Onboarding: Remotely on Friday June 27, from 9am-2pm CST
Training: Remotely Monday-Friday 8am-4pm CST
Regular Schedule: Remotely Monday-Friday 8am-4pm CST
Essential Duties and Responsibilities:
- Handles customer service inquiries via telephone, internet, or written correspondence.
- Answers questions and resolves issues based on phone calls/messages from members, providers, and vendors.
- Complete file processing and reporting tasks according to standard operating procedures.
- Triages resulting rework to appropriate staff.
- Taking accountability to fully understand the customers’ needs by building a trusting and caring relationship with the client.
- Explains member's rights and responsibilities in accordance with contract.
- Educates providers on our self-service options.
- Research required information using available resources.
- Document all interactions according to standard operating procedures.
- Recommend process improvements to increase organizational efficiency.
- Demonstrate accuracy in processing customer requests.
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
- Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
- Liaison between customers and management to enhance the customer experience.
- Required to attend mandatory meetings and trainings, work scheduled overtime with minimal notice, and perform other duties as assigned per business needs.
Qualification Requirements –
To perform the job successfully, an individual should demonstrate the following:
- Must be at least 18 years of age.
- Able to read, write and speak English.
- Successfully pass and maintain acceptable background checks and security clearances.
- High school diploma, or equivalent.
- Positive approach to handling callers/inquiries.
- Ability to identify and escalate all priority issues.
- Ability to understand and cross function with multiple lines of business.
- High attention to detail and accuracy.
- Excellent listening and communication skills
- Basic knowledge in Microsoft Office Professional Including MS Excel, Word, Outlook.
Qualifications
Experience
Required
Customer Service
