Customer Service Representative

We are hiring a Customer Support Specialist for an onsite role in Rochester, NY.

• $21 - $23 per hour
• Full Time
• Contract – 1 year long contract
• 9am – 5pm EST
• Must be able to work Saturdays

• Health, Dental, Vision insurance offered
• 401k options
• Work with a great team

• One to two years of customer service experience in handling moderate to complex customer inquiries in call center, insurance, manufacturing, software, telecommunications, retail, or eyewear industries
• Demonstrated internet knowledge and understanding of basic internet browser settings; ability to work with multiple software programs simultaneously
• Working knowledge of MS Office package
• Effective verbal communication skills to prioritize multiple tasks and to be available for incoming calls and inquiries
• Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made
• Excellent interpersonal and rapport‑building skills; ability to ask appropriate and relevant questions to identify customer needs
• Proven problem‑solving, negotiations, and decision‑making skills
• Ability to use appropriate discretion and judgment in applying customer/call handling guidelines

• Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners; inquiries may be via telephone, in person, or via the internet/email
• Contingent on the Line of Business (LOB), require in‑depth knowledge in areas such as prescriptions, plans, products, services, and procedures; online purchasing and e‑commerce knowledge; internet knowledge
• Payment processing/payment collections
• Eligibility verification; order status, shipping status, and stock availability
• Accurate completion of necessary documentation, letters, and forms processing
• Quality Assurance testing for company software
• Research and resolve issues/complaints and determine appropriate resolution(s); solve problems and assist with issues that may not fit the cookie‑cutter solution
• Effectively educate and influence customers and prospective customers on the value and benefits that the company offers through its products, services, and solutions
• Identify customer trends and communicate to appropriate business partners, leaders, and divisions; suggest necessary corrections, changes, or solutions; appropriately elevate situations that could have organization‑wide impacts
• Effectively maintain specific line of business Customer Service standards and support level standards; remain current on all changes to Customer Service policy, procedures, and product/services/solutions information to respond to customer inquiries accurately and consistently