Engagement Solutions Coordinator I

Duties And Responsibilities

• Monitor all incoming, online requests for information and assign to the appropriately trained Customer Relations staff person.
• Manage staff's inquiry volume in a manner that maximizes Customer Relations' ability to ensure all communication channels are performing optimally to meet all service level agreements and groups' performance guarantees.
• Cook up timely, accurate responses to on-demand requests for information through highly accessible and thorough in-house proofing protocol and ensure complete archiving of inquiries that meets all legal requirements for record retention, operational responsibility, and reporting capabilities.
• Support all servicing channels that Customer Relations offers to our members and providers including phone and direct servicing in our community.
• Conduct training and complete quality assurance audits that ensure timeliness, accuracy, professionalism, and an optimal customer experience; and providing timely, relevant coaching in professional and constructive manner.
• Generate reports as requested that illustrate volume, timeliness, accuracy, and assignment diversification.

Qualifications

• Associate's degree and two years of customer service experience servicing through multiple channels (eg, phone, email, correspondence, email, social media, in-person, community outreach) or equivalent combination of education and related work experience.
• Excellent verbal and written communication skills.
• Excellent organizational skills and ability to coach others.
• Working knowledge of MS Office software.
• Strong interpersonal communication skills.
• Strong critical thinking, researching, decision making and problem solving skills.