CSR - Customer Service Representative

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