Customer Service Rep I - KLASC (Grand Rapids) C-S-R

About the role

Customer Service Representative I who analyzes, evaluates, and resolves low-complexity membership issues across various product lines. Conducts internal and external research to handle inquiries regarding membership, services product lines (e.g., Facility, Professional), and responds via telephone, check-off letters, or automated letters. Follows department and corporate reporting requirements and organizes work to meet production and quality standards.

Responsibilities

• Analyze and service low-complexity membership issues and inquiries.
• Conduct research to determine and request data needed to resolve membership inquiries.
• Provide responses by telephone, check-off letters, and/or automated letters.
• Follow department and corporate reporting requirements (e.g., PCRS, ICS, Special Surveys, Manual counts).
• Organize work to meet National, Corporate, and Department Production and Quality Standards.
• Reroute misdirected inquiries.
• Evaluate membership issues and price/adjudicate low-complexity claims or inquiries.
• Interact with internal and external stakeholders to resolve inquiry or claim-related problems.
• Influence customers to accept the reasonableness of decisions and actions.

Qualifications

• High school graduate or GED equivalent.
• One (1) year of related work experience in areas such as public/customer service, sales, claims processing, or membership enrollment; or one (1) year of public contact experience in roles like teaching, social service work, bank teller, or medical/office assistant.
• Demonstrated knowledge of policies, practices, and procedures related to membership.
• Demonstrated ability to analyze data and resolve membership-related problems.
• Strong oral and written communication skills, with the ability to convey information clearly, concisely, and tactfully.

Schedule

Full-time shift from 8:00 am to 8:00 pm. Shift bidding process based on seniority.

Assessment required for the role. Location: Grand Rapids, MI.