Customer Service Representative - 240019

　　DESCRIPTION/RESPONSIBILITIES:Successful candidates will have experience providing excellent service to customers of health insurance companies or other businesses. Qualified candidates must be comfortable working autonomously, in a virtual environment, and within typical call center metrics and constraints.

　　Customer Service Representative Responsibilities:* Attains and keeps current with the knowledge and skills required to provide information, service, and assistance in response to all inquiries.* Available as assigned to accept calls in a professional and courteous manner.* Determines the nature of the call and takes all possible action, including research, completing forms, or any follow-up, to expeditiously ensure the provision of accurate information, service, and assistance upon first contact.* Acquire knowledge of all claims systems applications and member service systems.* Prepares and forwards appropriate requests to operating areas to accomplish action required as a result of the inquiry.* Checks internal system inboxes to ensure completion and follow-up action. Obtains required information and makes a callback when necessary to complete action on inquiries.* Meets quality performance standards and works within established time frames.* Acknowledges each piece of mail and responds to written inquiries either by telephone or letter as required in a professional manner.* Advises the Supervisor when any of the above accountabilities cannot be performed because of matters beyond the control of the Representatives, such as system, procedural, or administrative errors that indicate a trend.* Ability to ask effective probing questions and deescalate challenging member inquiries and concerns.* Supports the area in the ongoing use of TQM principles in a continuous quality improvement process.* Performs other duties as assigned.* The Call Center is open from 8:00am-11:00pm EST---we ask for flexibility with these hours as business needs dictate our business hours. We do offer an 8% Shift differential for those working the later shifts.* Ability to work from home, which includes high-speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.* May assist junior staff as needed.

　　REQUIRED SKILLS:* Minimum High School diploma or equivalent* Two years of college education preferred.

　　Experience* 2-3 years proven work experience with customer contact preferred*** Experience in the hospitality, healthcare, or pharmaceutical industry* Exceptional customer service, problem-solving skills.* Bilingual a plus* Strong communication skills* Demonstrated strong interpersonal skills* With minimal supervision, demonstrates the ability to research and analyze information from various systems, make responsible decisions, and demonstrate customer-focused professionalism at all times.

　　Equal Opportunity Employer-minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity