CSR - Customer Service Representative

Children's Therapy Network - Los Angeles, CA

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty listed below.

  • Be prepared to respond appropriately to follow up calls.
  • Answer inbound calls and/or place outbound calls in a high call volume environment and work directly with members and providers to accurately and completely answer inquiries involving our program services and benefits.
  • Attend to provider inquiries and resolve concerns in an accurate, timely, professional, and culturally competent manner
  • Maintains high customer satisfaction.
  • Use listening skills and judgment to appropriately categorize and accurately document all contacts and provider communications and activities in accordance with established guidelines.
  • Appropriately handle member and provider requests through alternative channels such as e-mail, voicemail, fax, walk-in, etc. in accordance with established procedures.
  • Attend and actively participate in daily, weekly, and monthly departmental meetings, in-services, training and coaching sessions.
  • Perform other related duties as required or assigned.

REQUIREMENTS
The requirements listed below are representative of the knowledge, skill, and/or ability required or desired.

  • High School Diploma or GED.
  • Minimum one year of experience in Customer Service, Call Center role or Personal Assistant
  • Ability to meet Key Performance Indicators by participating in and achieving the standards of the Customer Service Call Center Quality Program.
  • Working knowledge of and the ability to efficiently operate all applicable computer software including computer applications, such as Outlook, Word and Excel.
  • Ability to use a keyboard with moderate speed and a high level of accuracy.
  • Excellent communication skills including the ability to express oneself clearly and concisely when providing service to clients
  • Ability to think and work effectively under pressure and accurately prioritize and complete tasks within established time-frames.
  • Ability to assume responsibility and exercise good judgment when making decisions within the scope of the position.
  • Ability to maintain confidentiality.
  • Ability to comply with all our policies and procedures.
  • Ability to perform the job safely with respect to others, to property, and to individual safety.

Job Types: Full-time, Part-time

Salary: $19.00 to $24.00 /hour

Additional Compensation:

  • Commission
  • Bonuses

Benefits:

  • Health insurance
  • Dental insurance
  • Retirement plan
  • Signing bonus
  • Flexible schedule
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