Customer Service Representative # 26-24396
About the role
Duration: 3+ Months (Contract to hire). Provide prompt, accurate, thorough, and courteous responses to complex customer inquiries. These are typically non-routine and require deviation from standard screens, scripts, and procedures, and research as needed to resolve them. Onsite interviews will be conducted in Columbia, SC.
Responsibilities
- Respond accurately and on time to complex telephone, written, web, or walk-in inquiries, adapting responses or doing extensive research as needed, while meeting departmental productivity, quality, and timeliness standards (65%).
- Initiate corrective actions, process adjustments, and research to resolve inquiries.
- Identify underlying causes, put actions in place to prevent repeat issues, and coordinate with other departments to solve problems (15%).
- Give management feedback on customer issues, keep accurate records, and follow through on complaints until resolved or escalated (10%).
- Maintain knowledge of procedures and policies, and recommend process improvements (5%).
- Help train new employees and cross-train coworkers (5%).
Requirements
2 years of customer service or claims processing experience, OR a Bachelor's degree in lieu of experience. Preferred: 3 years of customer service or claims processing experience.
Qualifications
High School Diploma or equivalent. Preferred: Associate Degree (any major).
Typical office environment.
Skills
Strong oral and written communication skills, with proficiency in spelling, punctuation, and grammar. Strong organizational, analytical, and customer service skills. Ability to handle high-stress situations. Basic business math proficiency. Ability to handle confidential or sensitive information with discretion. Ability to learn and operate multiple computer systems effectively and efficiently. Microsoft Office. Preferred: ability to persuade, negotiate, or influence, and knowledge of database software.