Customer Service Representative II
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Job Description
Customer Service Representative ensures first call resolution for healthcare customers. Manage inquiries and provide support for multiple geographical locations in the US.
Responsibilities:
- Accountable for inbound and/or outbound phone-based customer service.
- Provides first call and/or email resolution.
- De-escalate calls and provides caller education through clear and accurate exchange of information.
- Follow-up, resolve and document issues in a timely manner.
- Route inquiries needing further investigation to the appropriate department.
- Conduct routine research as needed.
Requirements:
- High School Diploma or GED. (Required)
- Two years of customer service experience in related fields (Required).
- Ability to defuse conflict and address customer concerns effectively with empathy and respect.
- Demonstrated recent experience with Microsoft Office Suite or equivalent software platforms.
- Ability to navigate multiple screens and systems simultaneously while providing live call support.
- Demonstrated ability to accept constructive feedback, adapt work practices accordingly, and implement changes to improve performance.
- Ability to work a variety of shifts based on quality metrics (if shift bid applies).
Benefits:
- A comprehensive benefits package that is designed to promote health and well-being.
- Employer matched 401k.
- Pension equity plan.
- Healthcare benefits start day one.
- Generous PTO policy in addition to 8 paid days off a year plus two floating holidays.
- Tuition assistance for both undergraduate and graduate level classes.
- Opportunities for RISE recognition.
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