Tier One Customer Service Representative

Job Description

Job Description

Under general supervision, the Tier One Customer Service Representative will take incoming calls, use chat and document as necessary to assist their customers with answering frequent questions, providing detailed information, processing of applications and resolve any emerging problems that our customer accounts may face with accuracy and efficiency. Our customer service representatives must practice active listening, be empathic and always communicate clearly with the customer in a positive and professional manner. This role requires 100% onsite presence and is not eligible for remote or hybrid work options.

This is a SCA-covered position. The minimum hourly wage for this role under the applicable Department of Labor Wage Determination is $17.38 per hour, plus a Health & Welfare fringe benefit of $5.42 per hour (paid up to 40 hours per week).

Job Duties:

Upon completion of training and with your current skillset, you will be able to perform the following types of duties:

• Utilize standard technology such as a telephone, e-mail, and web browser.
• Navigate to the appropriate pre-scripted responses which is required to be read verbatim to provide basic general and claims specific information.
• Follow established and documented policies and standard operating procedures, such as working within the various systems, timekeeping, documentation of your call from end to end and adhering to ethic and privacy rules.
• Assist callers with filling out their application and submitting it electronically to plan provider for processing.
• Complete basic call log, documentation, and related call details for each phone inquiries such as clicking radio buttons to confirm which scripts were read by the CSR during the call.
• May be required to work holidays, overtime, and weekends due to operational needs.

Preferred Qualifications:

• Demonstrate the ability to navigate various systems and browsers.
• Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers.
• Knowledge of contact center technology.
• Strong computer skills with proficiencies in Excel and Word.
• Excellent command of the English language, effective use of grammar skills.
• Excellent communication etiquette.
• Great customer service is expected on every call with our customers: personalize your call, be competent with the information & assistance you deliver to your customer, patient & polite, and be initiative-taking in offering solutions and assistance. These factors have the biggest influence on our customer experience and are measured through quality monitoring and continuous improvement.

Requirements:

• High School diploma or equivalent required.
• Minimum 6 months customer service/telemarketing/call center experience required.
• Must be able to speak and read English clearly, professionally, and fluently.
• Must be able to pass required assessments associated with the position.
• Excellent typing skills, must type a minimum of 20WPM with an 85% accuracy.
• Experience working with a personal computer and the Windows operating system is required.
• The ability to effectively work within established key performance indicators/metrics is necessary.
• Must have demonstrated excellent interpersonal and leadership skills.
• Must be able to multi-task and stay organized while completing simultaneous tasks.

Benefits:

• Competitive Pay
• Transportation Shuttle Service
• The WorkLab
• Paid Holidays
• Paid Time Off
• Tuition Reimbursement Program
• Health, Dental, and Vision Coverage

***All assessments associated with this role must be completed on a desktop computer to ensure accurate scoring. The use of mobile devices may negatively affect scoring outcomes.

Employees will follow the work schedule assigned and must comply with the attendance and established punctuality requirements.  

No supervisory responsibilities.