Summary
 

Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries.

Description
 

Logistics:

This position is full-time (40 hours/week) Monday – Friday in a typical office environment.  Employees are required to have flexibility to work any of our 8-hour shifts during our normal business hours of 8:00 AM EST – 6:00 PM EST. Training will be 4-6 weeks from 8:00 AM - 4:30 PM.

What You'll Do:

• Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handles situations which may require adaptation of response or extensive research. Accurately documents inquiries.
• Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, researches and/or assists with priority inquiries and special projects as required by management.
• Provides feedback to management regarding customer problems, questions and needs. Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management. Follows through on complaints until resolved or reports to management as needed.
• Maintains basic knowledge of quality work instructions and company policies. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintains all departmental productivity, quality, and timeliness standards.
• Assist with the training of new employees and cross training of coworkers.

To Qualify for This Position, You'll Need:

• High School Diploma or equivalent
• 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience.
• Excellent verbal and written communication skills.
• Proficient spelling, punctuation, and grammar.
• Strong human relations and organizational skills.
• Ability to handle high stress situations.
• Good judgment.
• Ability to handle confidential or sensitive information with discretion.
• Ability to learn and operate multiple computer systems effectively and efficiently.
• Basic computer operating skills.
• Standard office equipment.

We Prefer That You Have:

• Associate Degree
• 3 years-of customer service or call center experience.
• Knowledge of word processing, spreadsheet, and database software.  

What We Can Do For You:

You are not alone.  We are here to support you.

Our comprehensive benefits package includes:

• 401(k) retirement savings plan with company match.

• Subsidized health plans and free vision coverage.

• Life insurance.

• Paid annual leave – the longer you work here, the more you earn.

• Nine paid holidays.

• On-site cafeteria and fitness centers in major locations.

• Wellness programs and a healthy lifestyle premium discount.