Customer Service Representative-Fitness; Remote

American Specialty Health Incorporated is seeking a Customer Service Representative‑Fitness to join our Customer Service‑Fitness department. The primary purpose of this position is to provide customer service to members who are seeking or utilizing ASH's Fitness programs.

• Remote Worker Guidelines:
  This position will be trained remotely and must be able to work from home (WFH) in a designated work area with company‑provided technology equipment. This WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network. The internet connection must have a consistent 50 down/10 up Mbps minimum internet speed.
  
  100 down/20 up is recommended to support higher quality video meetings.

• Receives and responds to telephone calls from members, fitness clubs and health plans.
  • Demonstrates knowledge and understanding of all ASH Fitness products and programs.
  • Answers incoming calls on the ASH telephone system in a professional, accurate, timely, and courteous manner.
  • Ascertains the nature of the call and records information in the appropriate system.
  • Provides answers to member questions by following standard policies and procedures.
  • Co‑ordinates collection of necessary information, including member co‑pays or payments when necessary.
  • Forwards documentation to Research Team for follow up if issue requires additional action.
  • Researches unique questions using all available resources. Refers difficult issues to Supervisor for appropriate answers.
  • Handles all issues requiring additional action within the necessary time frames.
  • Manages time to ensure calls are answered within required time frames and appropriate follow up is conducted in a timely manner.
• Attends and participates in meetings to discuss issues and foster teamwork among department personnel.
• Responds to requests from other ASH department personnel, contacting clubs and members as required.
• Performs other duties as assigned.
• Complies with all policies and standards.

• High School Diploma or GED certificate required.
• 1 year experience performing customer service duties required.
• Inbound call center experience preferred.
• Experience in healthcare preferred.
• Basic experience using Microsoft Office required.

• Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
• Ability to effectively organize, prioritize, multi‑task and manage time.
• Demonstrated accuracy and productivity in a changing environment with constant interruptions.
• Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions.
• Ability to exercise strict confidentiality in all matters.

• Primarily sedentary, able to sit for long periods of time.

• Ability to see, speak, and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within and around the facility or Work from Home (WFH) environment. Capable of using a telephone, computer keyboard, and mouse. Ability to lift up to 10 lbs.

• Work-from-home (WFH) environment.

American Specialty Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth,…