Customer Service Representative

Job Title

Customer Care Representative

Qualifications

Education/Experience: Bachelor's degree preferred; high school diploma or equivalent required. One year of customer service experience required. Prior call center experience preferred. Excellent verbal and written communication skills are required. Proven and outstanding customer service skills, and organizational skills with the ability to prioritize a high volume of adjustment requests, multi-task and prioritize work. Ability to make reasonable and sound business decisions based on established standards and guidelines. Ability to work in a fast-paced team environment and to effectively prioritize work. A working knowledge of Microsoft Office products. Bilingual in Spanish, Portuguese, Haitian Creole or other language is highly desirable. Regular and reliable attendance is an essential function of the position. Ability to work overtime during peak periods.

Responsibilities

Our customer care representatives are the first line of support responsible for providing accurate and thorough information via telephone to current and prospective members, providers, and internal customers. Each customer care representative is expected to answer caller questions regarding eligibility, plan benefits, and enrollment policies. Each customer care representative is expected to take complete responsibility for every interaction with members or providers by delivering outstanding service as a means to build loyalty, improve retention, and satisfy corporate best in service goals and objectives. Key functions include: resolving customer inquiries and problems through effective interaction with both internal and external staff particularly in the areas of marketing, enrollment, provider relations, customer care center leadership. Responding to a high volume of incoming calls (call length can vary widely from 5 minutes to 45 minutes or more). Utilizing appropriate resource materials to effectively and accurately interpret, respond, and resolve customer inquiries and problems; utilizing interpreter services as needed to assist members. Maintaining knowledge of the plan contracts and effectively interpreting information related to BMCHP benefits. Employing strong interpersonal skills in order to handle difficult calls courteously and professionally. Documenting calls in accordance with departmental policies. Working with peers to solve problems and promoting teamwork. Meeting or exceeding department's quality and productivity goals. Performing other duties as assigned.