Service Center Specialist

Service Center Specialist

Requirements

• HS diploma or GED required
• Associate degree from an accredited college or university preferred
• Two (2) years call center or customer service experience or equivalent combination of education and experience required
• Strong customer service skills
• Excellent oral and written communication, including presentation skills
• PC literate, including Microsoft Office products
• Strong organizational skills
• Excellent interpersonal skills
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

Responsibilities

• Tracks trends, investigates client feedback both internally and externally, and assists in developing corrective/preventative action
• Participates in cross-functional teams as required
• Assists in gathering/distribution of internal/external customer/product surveys
• Directs workflow and workload assignments for the team
• Communicates claims process with claimant and client either by phone and/or written correspondence
• Informs claimants of documentation required to process their claim, the required time frames, payment information and claim status either by phone, written correspondence and/or claims system
• Participates in and maintains a quality service culture within the customer service team
• Acts as a customer liaison by assisting the customer with problem resolution related to the application process and service; maintains professional client relationships
• Enters verbal and written application information that meets both the internal and external customers’ requirements
• Directs customer calls to the appropriate person
• Contributes to achieving client driven performance objectives and other service standards

Preferred Qualifications

• Associate degree from an accredited college or university preferred