Customer Service Associate

Position Summary

 

Respond to inbound telephone inquiries from customers.

 

Responsibilities

• Regular, predictable, reliable attendance is an essential function of this position.Key responsibilities which take no less than 10% of overall job time

• Respond to inbound customer inquiries using the following channels of communication:

• Email – Using exceptional written skills, respond to customers using professional written email correspondence.

• Telephone – Provide professional verbal responses to customer inquiries.

• Escalate customer concerns/issues to the Manager for resolution if all other means of satisfying the customer have been exhausted.

• Anticipate customer needs by providing relevant solutions.

• Responsible for learning products and staying up-to-date on new product or policy changes in order to communicate such changes to the customers.

• May perform other duties as assigned.Travel

• Accurately enter pertinent customer data and research customer information.

• Send out claim forms and answer claims status questions.

• Review and resolve pending policy inquiries.Bankcard

• Answer inbound telephone calls from credit card holders and respond professionally to customers benefit or claim inquiries.

• Enter customer information into PeopleSoft within established guidelines.

• Initiate claims process where applicable by sending claimant requested forms.

• Responsible for fulfillment; send out claim documents or brochures.

• Assist team members with customer service issues as needed.

 

Minimum Qualifications

• High school diploma or equivalent diploma.

• Two (2) years of experience in customer service call center environment.