Customer Service Representative

Position Summary:

The Customer Services Representative will primarily be responsible for assisting in the day-to-day management of customer accounts and supporting the account management team. The Customer Service Representative is responsible for triaging inquires that include but are not limited to renewals, cost containment programs, and captive questions.  The Customer Service Representative is also responsible for supporting account management in administrative needs such as running reports, tracking down information, coordinating between departments, and ensuring quality and timely responses for all stakeholders, internal and external.

Key Responsibilities:

• Operate as the point of contact for internal and external inquiries supporting our customers
• Handles both inbound and outbound tickets, emails and calls
• Ensure the timely and successful delivery of resolutions to customer needs
• Supports Account Management with renewal data, following up on outstanding requests, pulling reports and answering questions on cost containment, renewals, and other customer related inquiries
• Operate as a center of knowledge learning and maintaining record of responses for consistent and timely resolution
• Assist with high severity requests or issue escalations as needed
• Build and maintain strong relationships with internal and external stakeholders, partners & customers
• Develop a trusted relationship with key customer contacts and internal business partners
• Participation in all training, education and company activities
• Other duties as assigned

Required Skills & Qualifications:

• 2+ years of customer experience, preferably insurance or healthcare related
• Bachelor's Degree or equivalent work experience required
• Dedication and willingness to work hard under pressure in a high-volume inbound service center
• Stellar customer service skills, with ability to manage multiple activities at one time
• Clear and effective oral and written communication skills
• Excellent analysis and organization skills
• Strong critical thinking skills and the ability to multi-task
• Ability to problem solve and perform root cause analysis
• Superior listening skills and ability to resolve conflict
• Quality focused with ability to meet deadlines
• Team oriented
• Ability to work independently
• PC proficiency in MS Word, Excel, PowerPoint and Salesforce
• Ability to conduct customer calls and internal meetings in an appropriate manner
• Applicable health care market knowledge or stop loss knowledge is a plus

Perks & Benefits:

• Fully paid medical, dental, and vision benefits.
• Flexible PTO
• 401k company contribution
• Tuition reimbursement
• Professional development allowance
• Transportation allowance and daily parking reimbursement 
• Engaging hybrid work environment