Customer Service Representative

Under general supervision, the customer service representative will handle incoming calls, use chat, and make outbound calls as needed to assist customers with frequent questions, provide detailed information, process applications, and resolve account issues with accuracy and efficiency. Representatives must practice active listening, demonstrate empathy, and communicate clearly in a positive and professional manner.

Responsibilities

• Utilize standard technology such as telephone, email, and web browser.
• Navigate to pre-scripted responses and read them verbatim to provide basic general and claims-specific information.
• Follow established policies and standard operating procedures, including working within various systems, timekeeping, documenting calls, and adhering to ethics and privacy rules.
• Assist callers with filling out applications and submitting them electronically to plan providers.
• Complete call logs and document details for each inquiry, including confirming which scripts were read during the call.

Qualifications

• High School diploma or equivalent required.
• Minimum 6 months of customer service, administrative, or telemarketing experience.
• Ability to speak and read English clearly, professionally, and fluently.
• Minimum typing speed of 20 WPM.
• Experience working with personal computers and the Windows operating system.
• Ability to work within established key performance indicators and metrics.
• Demonstrated excellent interpersonal and leadership skills.
• Ability to multitask and stay organized while completing simultaneous tasks.

Skills

• Ability to navigate various systems and browsers.
• Excellent written, verbal, and interpersonal communication skills.
• Knowledge of contact center technology.
• Proficiency in Excel and Word.
• Strong command of the English language and effective grammar skills.
• Excellent communication etiquette.
• Commitment to delivering great customer service on every call by personalizing interactions, demonstrating competence, being patient and polite, and proactively offering solutions.