Customer Service Representative

Customer Service Representative

The Customer Service Representative accurately processes and documents customer requests while supporting clients, providers, agents, and other external contacts. The role is highly focused on data entry, transaction processing, account maintenance, claims-related inquiries, and thorough documentation across multiple internal systems. The specialist navigates several computer applications, researches requests through completion, and collaborates with other departments to ensure information is accurate, requests are processed efficiently, and customers receive timely resolution.

Responsibilities

• Accurately enter, update, and maintain client, claim, and account-related information across multiple internal systems.
• Process incoming service requests received through email, fax, and phone, ensuring timely and accurate handling.
• Research and respond to billing, account, and general service inquiries, documenting information clearly and communicating updates to customers.
• Provide customers with updates regarding claim status and claim-related questions while following established procedures and guidelines.
• Review incoming requests for completeness and determine the appropriate next step, department, or course of action.
• Maintain accurate and detailed documentation of customer interactions, requests, updates, and resolutions within contact management systems.
• Navigate multiple applications and client portals to research information, update records, and resolve customer requests.
• Partner with internal teams to research and resolve more complex or escalated inquiries.
• Take ownership of assigned requests and follow them through to completion, coordinating with other departments as needed.
• Maintain current knowledge of client services procedures, claims-processing guidelines, and internal workflows.
• Meet established expectations for accuracy, quality, productivity, and timely completion of work.
• Assist with additional administrative, processing, and client service responsibilities as needed.

Essential Skills

• Strong data entry skills with a high level of accuracy and attention to detail.
• Proven experience in customer service, order entry, data entry, transaction processing, insurance, healthcare, or administrative roles (2+ years preferred).
• Ability to navigate and work within multiple computer systems, applications, and client portals simultaneously.
• Proficiency with Microsoft Office applications.
• Excellent written and verbal communication skills for handling phone, email, and fax inquiries.
• Ability to research information thoroughly and follow requests through to completion.
• Strong organizational and time-management skills to manage multiple requests and priorities.
• Ability to follow established procedures, guidelines, and workflows consistently.
• High school diploma or equivalent.

Additional Skills & Qualifications

• Experience in a call center, order processing, or order entry environment.
• Background in insurance or healthcare-related customer support is preferred.
• Experience working with claims-related inquiries and documentation.
• Comfort working in a fast-paced, metrics-driven environment with accuracy and productivity expectations.
• Ability to collaborate effectively with cross-functional teams to resolve complex issues.
• Motivation to grow within the company and take on additional responsibilities over time.

Work Environment

This role follows a Monday through Friday schedule from 8:00 a.m. to 4:30 p.m. The position is fully on-site initially, with the opportunity to transition to a hybrid work arrangement after approximately 90 days, based on performance and business needs. The team consists of about 10 representatives working in a cubicle and office environment that supports focused, computer-based work. The role involves extensive use of multiple internal systems, client portals, and Microsoft Office tools throughout the day. The workplace emphasizes accuracy, collaboration, and professional communication, and offers opportunities for growth within the organization.

Job Type & Location

This is a Contract to Hire position based out of Overland Park, KS.

Pay and Benefits

The pay range for this position is $18.50 - $18.50/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)