Customer Service Representative

Under the direction of the Supervisor of Customer Service, this position 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. This will be done in a polite, professional, and courteous manner at all times. The Customer Service Representative meets the statistical goals of the position.

Level I

• Researches and responds to inquiries via telephone, email, walk-in, and mail from internal and external customers in accordance with custom designed benefit plans
• Meets set statistical performance measures such as length of each call and daily call volume
• Acts as a liaison between customers, internal departments, vendors, and business associates
• Assists with the training of other team members
• Participates in ongoing training to further knowledge of regulations, software systems, policies and procedures, and develop skills to accurately fulfill requirements of the job
• Adheres to all Customer Service policies and procedures

Level I

• Associate's degree in Business Administration or related field with a minimum of six months work experience. In lieu of degree a min of 2 years experience working in a customer service setting/environment
• Successful completion of the Customer Service Training Program
• Ability to multi-task in a fast-paced environment while maintaining high accuracy
• Excellent oral, written, and listening skills
• Capability to handle stressful situations in a professional manner
• Ability to respond to all inquiries in a calm, polite, professional manner
• PC skills required
• Work occasional overtime as required to meet business needs

• Must be able to function for long periods of time sitting at a desk using a keyboard
• Will need the ability to use a headset to listen to customer conversations