Customer Service Representative

Customer Service Representative – Level I

Under the direction of the Supervisor of Customer Service, the Customer Service Representative resolves customer inquiries via telephone, email, walk-in, and mail regarding plan benefits, claim payments and denials, and eligibility in accordance with custom-designed benefit plans. The representative provides polite, professional, and courteous service while meeting established performance and productivity goals.

Essential Responsibilities:

• Researches and responds to inquiries from internal and external customers via telephone, email, walk-in, and mail.
• Provides accurate information regarding benefit plans, claims, payments, denials, and eligibility.
• Meets established statistical performance measures, including call length and daily call volume.
• Acts as a liaison between customers, internal departments, vendors, and business associates.
• Assists with training other team members.
• Participates in ongoing training related to regulations, software systems, policies, procedures, and job requirements.
• Adheres to all Customer Service policies and procedures.
• Handles customer inquiries in a calm, polite, professional, and courteous manner.
• Multitasks effectively in a fast-paced environment while maintaining accuracy.

Minimum Qualifications:

• Associate’s degree in Business Administration or a related field with at least 6 months of work experience; OR
• At least 2 years of experience working in a customer service setting/environment in lieu of a degree.
• Successful completion of the Customer Service Training Program.
• Excellent oral, written, and listening communication skills.
• Strong PC/computer skills.
• Ability to handle stressful situations professionally.
• Ability to multitask while maintaining a high level of accuracy.
• Ability to meet productivity and performance goals.
• Willingness to work occasional overtime as required by business needs.

Work Authorization: U.S citizen.