Customer Service Representative

6+ months previous call center experience or customer service.
Multitasking capability with superb time management.
Excellent verbal and written communication, active listening, and the ability to express information clearly.
Patience, empathy, and the ability to handle difficult customers professionally.
Basic computer skills and ability to navigate phone systems and software.

Operates as a representative of the company by answering and documenting all incoming contacts to determine their nature while responding to complex calls related to specialized services.
Ensures that every member is shown respect and kindness and that all questions are thoroughly answered to ensure a high level of customer satisfaction and loyalty.
Identifies and evaluates appropriate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.
Follows established procedures to meet customer/member needs and successfully enhance the company’s brand recognition and competitive advantage in the industry.
Handles the answering of questions regarding A&H and FE plans so that our members better understand their coverage.
Communicates effectively with diverse work units and relevant organizational departments to ensure that issues are properly and quickly resolved.
Performs required tasks using tools available to recall necessary information.
Documents all customer correspondence and maintains confidential records of patient information.
Required to meet all company set metrics.
First call resolution mind set.