Job Purpose:
The Customer Service Representative (CSR) is responsible for answering incoming customer service calls from consumers. The CSR will answer inquiries and questions, handle complaints, troubleshoot problems and provide information to the caller.
Position Duties:
• Utilize standard technology such as a telephone, e-mail and web browser.
• Navigate to the appropriate pre-scripted responses which must be read verbatim to provide basic general and claims specific information.
• Follow established and documented policies and standard operating procedures, such as, filling out timesheets and adhering to privacy rules.
• Assist caller with filling out online application and submitting it electronically to plan provider for processing.
• Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read by the CSR to the caller.
• Refer calls as required to escalation department.
• Perform other related duties as assigned.
Requirements:
• High School Diploma or equivalent required.
• Minimum 6 months customer service/secretarial/telemarketing experience.
• Must have excellent written and verbal communication skills in the English language.
• Must be able to type a minimum of 20 WPM.
• Experience working with a PC Windows operating system.
• Ability to effectively work within established call times and meet call quality requirements.
• Must have excellent interpersonal skills.
• Ability to organize simultaneous tasks.
• Proven ability to work as a member of a team.
• Ability to sit at a desk, while on the phone, in a cubicle environment for at least 2 hours at a time.
• Ability to enter data into a computer system.
• Ability to deal with phone calls that may become stressful.
• Ability to complete ongoing training as needed.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Skills/Qualifications/Keywords: Phone Skills, Customer Service, People Skills, Supports Diversity, Responsive, Data Entry, Attention to Detail, Professional Telephone Manner, Call Center, Inbound Calls, Organizational Skills, Judgment, Teamwork, Resilient
The Customer Service Representative (CSR) is responsible for answering incoming customer service calls from consumers. The CSR will answer inquiries and questions, handle complaints, troubleshoot problems and provide information to the caller.
Position Duties:
• Utilize standard technology such as a telephone, e-mail and web browser.
• Navigate to the appropriate pre-scripted responses which must be read verbatim to provide basic general and claims specific information.
• Follow established and documented policies and standard operating procedures, such as, filling out timesheets and adhering to privacy rules.
• Assist caller with filling out online application and submitting it electronically to plan provider for processing.
• Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read by the CSR to the caller.
• Refer calls as required to escalation department.
• Perform other related duties as assigned.
Requirements:
• High School Diploma or equivalent required.
• Minimum 6 months customer service/secretarial/telemarketing experience.
• Must have excellent written and verbal communication skills in the English language.
• Must be able to type a minimum of 20 WPM.
• Experience working with a PC Windows operating system.
• Ability to effectively work within established call times and meet call quality requirements.
• Must have excellent interpersonal skills.
• Ability to organize simultaneous tasks.
• Proven ability to work as a member of a team.
• Ability to sit at a desk, while on the phone, in a cubicle environment for at least 2 hours at a time.
• Ability to enter data into a computer system.
• Ability to deal with phone calls that may become stressful.
• Ability to complete ongoing training as needed.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Skills/Qualifications/Keywords: Phone Skills, Customer Service, People Skills, Supports Diversity, Responsive, Data Entry, Attention to Detail, Professional Telephone Manner, Call Center, Inbound Calls, Organizational Skills, Judgment, Teamwork, Resilient