Customer Service Representative

Department: Customer Service


Classification: Non-exempt

Reports to: Team Support/Team Lead


Created on: 05/08/2019

Summary:

The Customer Service Representative ensures customer satisfaction by proactively problem-solving, utilizing all available resources, to provide the highest level of customer service.


Essential Functions:

1. Handles incoming and outgoing calls with members, caregivers, doctors and other outside providers regarding members' accounts and product needs.
2. Accesses and enters data in member accounts following HIPAA guidelines.
3. Verifies insurance following established verification processes.
4. Creates documentation to ensure supplies are shipped per insurance guidelines.
5. Communicates with Team Support or Team Lead for matters that require supervisor approval or intervention.
6. Utilizes the Customer Service Wiki to maintain a strong knowledge base of processes, procedures, insurance guidelines, products and company information.
7. Makes suggestions for process improvements.

Key Competencies:

1. Accountability
2. Action Oriented
3. Communicates Effectively
4. Customer Focus
5. Nimble Learning
6. Being Resilient
7. Resourcefulness
8. Self-Development
9. Instills Trust

Requirements

Supervisory Responsibilities:

The Customer Service Representative has no supervisory responsibilities.


Work Environment:

This job is performed in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

While performing the duties of this job, the employee is regularly required to speak, hear and see. The employee is frequently required to stand, walk, use hands to finger, handle or feel and reach with hands and arms.


Position Type:

This is a full-time position with a regular 40-hour work schedule. At times, overtime may be required.

Travel:

This position does not require travel.

Required Education and Experience:

1. High School Diploma, GED, or equivalent experience.

Preferred Education and Experience:

1. 2+ years of experience in a fast-paced customer service role requiring the ability to handle multiple tasks at various stages of completion.
2. Previous experience requiring clear and calm communication by phone.
3. Previous experience requiring the ability to effectively use computer system and maintain good records.

Other Duties:

All other duties as assigned by management. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are request of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.