Customer Service Representative

Primary Responsibilities

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Listen attentively to customer needs and concerns; demonstrate empathy and offer solutions
• Confirm customer understanding of the solution and provide additional customer education as needed
• Prepare complete and accurate work and update customer file
• Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests
• Effectively transfer misdirected customer requests to an appropriate party
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
• Offer solutions to issues that are often non-standard/non-routine and require some clarification
• Perform other call center functions and support projects as directed by the management
• Balance the demands of the caller with program requirements for quality, average handle time, and productivity
• Use appropriate verbiage and level of detail to formulate and adapt the response to the level of understanding the caller has about the MagnaCare processes and specific plan details
• Calls will require the CSR to proactively educate the caller and validate understanding before completing the call

Essential Qualifications

• A high school diploma
• Some college or business school education is a plus
• Intermediate knowledge of Microsoft Office and email writing
• Knowledge of CPT codes, ICD-9
• Ability to learn quickly
• Courteous with strong customer service orientation
• Dependable with proficient attention to detail
• Good listening and responding skills
• Must be flexible with the ability to adapt to changes quickly and think conceptually
• Solid problem-solving skills
• Excellent attendance, punctuality and work record required