Job Details
Description
Purpose: The Customer Support Representative provides customer support through phone or email to customers with questions, concerns, or confusion around our payment services.
Essential Duties and Responsibilities:
- Handles customer service inquiries and problems via telephone, internet, or written correspondence; Customer inquiries are of basic and routine nature.
- Answers questions and resolves issues based on phone calls/messages from members, providers, and vendors.
- 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 call information according to standard operating procedures.
- Recommend process improvements to increase organizational efficiency.
- Demonstrate accuracy in processing customer requests.
- Reference work instructions as needed.
- 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.
- Able to maintain confidential information.
- Successfully pass and maintain acceptable background checks and security clearances.
- High school diploma, or equivalent.
- Basic computer knowledge and Microsoft Office experience, online web portals, etc.
- Positive approach to handling callers/inquiries.
- Demonstrates High Customer Service Results.
- Engaging Help within Internal Team to triage and obtain results.
- 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.
Qualifications
Education
Required
High School or better.
