Limited-Service CSR Tier I, CCO

Appendix A

Contact Center Operations Contract Support

• Utilize standard technology such as a telephone, e‑mail, and web browser.
• Navigate to the appropriate pre‑scripted responses which they must read verbatim to provide basic general and claims specific information.
• Follow established and documented policies and standard operating procedures, such as filling out timesheets and adhering to privacy rules.
• Assist caller with filling out online application and submitting it electronically to plan provider for processing.
• Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read by the CSR to the caller.
• Refer calls as required to Customer Service Representative II.

• High School diploma or equivalent required.
• Minimum 6 months customer service/secretarial/telemarketing experience required.
• Must be able to speak and read English clearly, professionally and fluently.
• Must be able to type a minimum of 20 WPM.
• Experience working with a PC and the Windows operating system is required.
• Ability to effectively work within established contractual turnaround times required.
• Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks.
• Proven ability to work as a member of a team is required.
• All CCO personnel will be required by contract to undergo program update training as the program changes.
• May be required to work holidays. Overtime may be required.