Customer Service Rep

Customer Service Rep I - (CSR1_.1) Position Summary

Evening Shift offers a 10% differential for hours between 7:00pm and 10:00pm.

The Customer Service Representative I will be part of a team responsible for the support of the CMS CCO Programs.

• Navigate the appropriate pre-scripted responses which must be 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.
• Attendance and punctuality are essential functions of this position.
• Ability to pass national and local criminal background check.

• Reading Comprehension
  - Understanding written sentences and paragraphs in work related documents.
• Critical Thinking
  - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Active Listening
  - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking
  - Talking to others to convey information effectively.
• Instructing
  - Teaching others how to do something.
• Troubleshooting
  - Determining causes of operating errors and deciding what to do about it.
• Time Management
  - Managing one's own time.

• Oral Expression
  - The ability to communicate information and ideas in speaking so others will understand.
• Oral Comprehension
  - The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Written Expression
  - The ability to communicate information and ideas in writing so others will understand.
• Written Comprehension
  - The ability to read and understand information and ideas presented in writing.
• Speech Clarity
  - The ability to speak clearly so others can understand you.
• Monitoring
  - Monitoring/Assessing performance of yourself, other individuals, or organizations make improvements or take corrective action.

• 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.

• Work is primarily sedentary.
• Available for work from 0700 to 1900.