Customer Service Representative

Compensation

: $34,305.00 - $64,540.00 /year *

Employment Type

: Full-Time

Industry

: Customer Service/Call Center



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PURPOSE OF THE POSITION


To respond promptly and accurately to the questions and problems of Members, Potential Members, and Providers. To achieve organizational Customer Services goals as detailed in the Customer Services Performance Plan while adhering to all applicable policies, procedures, rules and guidelines.



GOALS AND ESSENTIAL FUNCTIONS



  • Resolve member and provider questions/issues while ensuring compliance with applicable policies, procedures, rules and guidelines.

  • Accurately document all contacts with external customers, and route the documentation for appropriate follow-up, if necessary.

  • Identify and immediately report any issues that pose a risk to superior service or potential for liability.

  • Meet or exceed base call center productivity and quality standards.

  • Meet or exceed productivity and quality expectations for projects such as outbound calls, education and outreach, and Member Advisory Board meetings.

  • Work cooperatively with staff throughout the company, and contribute to the overall success of Marketing and Membership.

  • Perform other assigned tasks as required.




QUALIFICATIONS:

  • Associates degree or equivalent experience.
  • Three plus years? experience in a customer service, social service or similar setting, with experience serving the senior population preferred.
  • Knowledge of Medicare products, regulations and guidelines.
  • Bilingual in one additional language in addition to English.
  • Empathetic and caring approach to working with others.
  • Excellent interpersonal, oral communication, listening, and resolution skills are required. Demonstrated?understanding?of the needs of the senior and disabled populations.
  • Intermediate level skill with Microsoft Office and Outlook as demonstrated by the effective use of both applications to accomplish work assignments.
  • High level of integrity as demonstrated by 1) appropriate treatment of confidential information, 2) adherence to policies, procedures, rules and regulations, 3) professional conduct in dealing with persons internal and external to the organization and 4) sensitivity towards the target population.


Associated topics: call center, client, client service, customer, customer care, customer order, customer service, representative, service representative, support specialist * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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