Customer Service Representative

** Company :*
* Highmark Inc.

** Job Description :*
* ** JOB SUMMARY*
* This Customer Service Representative job resolves standard and occasional non-standard customer inquiries, comments, and concerns by applying a seamless and positive customer experience gained through many recurring cycles of on the job work engagement.

** This is Call Center environment type of position.  This role supports business Monday - Friday 8:00 AM - 8:00 PM eastern time.  Hours and work schedules may vary depending on business needs.*
* ** ESSENTIAL RESPONSIBILITIES*
* + Engages with customers in a confident and compelling manner, performing the full range of customer service duties and responsibilities, as assigned.

+ Strives to resolve customer concerns in a single interaction via telephone, and written communication.

+ Responds to a diverse set of customers with an equal level of confidence regardless of the issue at hand.

+ Works independently of support from a senior customer service representative, frequently utilizing the knowledge center, answering customer inquiries.

+ Routinely responds to customers with an in-depth product knowledge achieved through a continuously improving set of listening, analysis, quality focus, problem solving, and documentation skills.

+ Consistently exceeds results for internal adherence, quality, efficiency, and inquiry timeliness.

+ Resolves standard and frequently non-routine, limited impact, customer inquiries, comments, and concerns with the most limited escalation consistent with company policies and processes.

+ Other duties as assigned or requested.

** EDUCATION*
* ** Required*
* + High School Diploma/GED

** EXPERIENCE*
* ** Required*
* + 1-3 years experience in customer service or call center environment

+ Comfortable navigating multiple screens and computer systems

** SKILLS*
* + Applies in-depth product knowledge obtained through ongoing cycles of working with routine and non-routine subject matter

+ Regardless of recurring and routine customer inquiries, comments, and concerns, approaches each and every interaction with superior listening skills

+ Multi-tasks with a high level of efficiency yet treats every customer as the most important during the interaction so as not to leave the customer with a hurried impression

+ Ability to ask effective probing and/or open and closed ended questions that will help in issue resolution in a conversational manner with customers, using verbal clues and system tools to develop tailored recommendations for the customer

+ Ability to master initial training competencies while demonstrating the ability to learn additional competencies through additional training

+ Ability to de-escalate challenging customer inquiries, comments, and concerns while delivering necessary information consistent with Company policies and processes

** PHYSICAL, MENTAL DEMANDS AND WORKING CONDITIONS*
* ** Position Type*
* Remote Office

** _Disclaimer: _
** _The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job._

** _Compliance Requirement:_
** _This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies._

_As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy…