Customer Service Representative (CSR) Mercury

Client Customer Service Representative

Training Dates: May 11 May 22 Training Hours: 9:00 AM 5:30 PM (Eastern Time) Shifts Available (after training):

1. 9:00 - 5:30 M-F
2. 7:00 - 5:30 Sun, M, Tu, W
3. 10:30-7:00 M-F

The training will run Monday through Friday during these hours, and full attendance is required participants cannot miss any days during the training period. This is a fully onsite training. At the end of the program, employees who demonstrate readiness will receive equipment to begin working remotely. The role will transition to a hybrid model after training, with employees expected to work onsite twice per week. In addition, identifying bilingual (Spanish) candidates would be great!

Client Customer Service Representatives serve our customers via telephone and email. They thoroughly and efficiently gather participant information, access and address concerns and issues, educate the participant where applicable to prevent the need for future contacts and document interactions. General responsibilities include:

• Provide excellent customer service and one call issue resolution
• Handle incoming phone calls and assigned email requests along with escalated items
• Assist participants with registration and log in issues
• Assist participants with navigation on the Client site for their specific program
• Assist participants with overall questions concerning the applications available to them on the private portal
• Work with Account Management on escalated issues of a non-routine nature
• Assist members complete the Client Health Survey over the phone
• Perform other, varied job-related duties as assigned

Required Skills:

• High School Diploma or GED
• Demonstrated customer service and issue resolution skills
• Strong detail orientation and listening skills
• Proficiency in the utilization of computer software applications, including MS Word and MS Excel
• Effectively communicate both verbally and in writing
• Pleasant telephone voice, tone and manner
• Willingness to work a flexible schedule and overtime when needed
• Successful completion of a background check and drug screen is required

Required Education:

• High School Diploma or GED

Desired Skills:

• 1-3 years of experience in a technical call center environment or transferable skills