Limited-Service CSR Tier I, CCO (47629)

Duties and Responsibilities

• Utilize standard technology such as a telephone, e-mail, and web browser.
• Navigate to the appropriate pre-scripted responses which must be read verbatim to provide basic general and claims specific information.
• Follow established and documented policies and standard operating procedures, such as, filling out timesheets and adhering to privacy rules.
• Absorb callers in filling out online applications and submitting them electronically to plan providers for processing.
• Complete basic call logs related to phone inquiries by clicking radio buttons to confirm which scripts were read by the CSR to the caller.
• Refer calls as required to Customer Service Representative II.

Educational, Skills, and Knowledge

• A high school diploma or equivalent is required.
• A minimum of 6 months of customer service/secretarial/telemarketing experience is required.
• The ability to speak and read English clearly, professionally, and fluently is required.
• A minimum typing speed of 20 words per minute is required.
• An understanding of how to use a PC and the Windows operating system is required.
• The ability to work within established contractual turnaround times is required.
• Excellent interpersonal and leadership skills, along with the ability to organize simultaneous tasks, are required.
• All CCO personnel will be required by contract to undergo program update training as the program changes.
• May be required to work holidays and overtime.