Customer Service Representative I

About the role

We're looking for a Customer Service Representative I (CSR I) to join our Customer Care Center.

Responsibilities

• Respond to customer inquiries promptly and professionally via multiple channels.
• Provide accurate, detailed information about company products, benefits, and procedures.
• Resolve customer complaints and issues with empathy and efficiency.
• Document customer interactions accurately in the system.
• Follow up with customers to ensure satisfaction and resolution when applicable.
• Maintain up-to-date knowledge of company products, services, and regulatory requirements.
• Collaborate with team members and contribute to a positive work environment.
• Meet or exceed individual and team performance metrics and quality standards.
• Escalate complex issues to the appropriate channels when necessary.

Requirements

• A high school diploma or equivalent.
• Six months of customer service experience in a healthcare related or social services setting, or a combination of experience preferred.

Qualifications

• Excellent written and verbal communication skills.
• Ability to listen to a customer issue with an approach that de-escalates the situation.
• High quality and accurate data entry skills.
• Strong attention to detail and highly organized.
• Individually driven as well as dedicated to working collaboratively with the team.
• Strong analytical, problem-solving, and decision-making skills.
• Proficiency in Microsoft Office products.
• Flexibility to work additional hours as needed.

Benefits

This is a Monday-Friday, in-office role, located at our Downtown Buffalo, NY office.

Pay

N/A

Schedule

Initial training period: Monday–Friday from 8:30 a.m. to 5:00 p.m. Regular shift: Monday–Friday from 11:30 a.m. to 8:00 p.m. Flexibility in shift scheduling may be required.