Customer Service Rep (Premier)

Responsibilities

• Attains and keeps current with the knowledge and skills required to provide information, service, and assistance in response to all inquiries.
• Available as assigned to accept calls in a professional and courteous manner.
• Determines the nature of the call and takes all possible action, including research, completing forms, or any follow-up, to expeditiously ensure the provision of accurate information, service, and assistance upon first contact.
• Acquires knowledge of all claims systems applications and member service systems.
• Prepares and forwards appropriate requests to operating areas to accomplish action required as a result of the inquiry.
• Checks internal system inboxes to ensure completion and follow-up action.
• Obtains required information and makes a callback when necessary to complete action on inquiries.
• Maintains quality performance standards and works within established time frames.
• Acknowledges each piece of mail and responds to written inquiries either by telephone or letter as required in a professional manner.
• Advises the Supervisor when any of the above accountabilities cannot be performed because of matters beyond the control of the Representatives, such as system, procedural, or administrative errors that indicate a trend.
• Absorbs and asks effective probing questions and deescalates challenging member inquiries and concerns.
• Supports the area in the ongoing use of TQM principles in a continuous quality improvement process.

Qualifications

• Minimum High School diploma or equivalent
• Two years of college education preferred
• Experience 2-3 years proven work experience with customer contact preferred
• Experience in the hospitality, healthcare, or pharmaceutical industry
• Exceptional customer service, problem-solving skills
• Bilingual a plus
• Strong communication skills
• Demonstrated strong interpersonal skills
• With minimal supervision, demonstrates the ability to research and analyze information from various systems, make responsible decisions, and demonstrate customer-focused professionalism at all times.
• This role is designated by Independence as fully remote.
• The incumbent will not be required to report to one of Independence’s physical office locations to perform the work.
• However, the work must be performed in the following states: Houston, TX, Columbus, OH, or in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.
• IBX is an Equal Opportunity Employer.
• All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability
• Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.