Customer Service Rep

Job Description

Job Description

6 months contract
Training/start is ALL onsite in the office.
This is a HYBRID ROLE. In office attendance is expected throughout their contract.
In office training is mandatory.
CRSs will be in office the first few weeks after training BEFORE working from home.
The office will remain open for those that do not desire to work from home or have internet issues at home. (In these instances, will be required to come to the office).
CSRs must live within 1 hour or less of the office due to the hybrid role and must have a way to come to the office ~2x/wk reliably

The 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. CSRs do all of this in a timely, professional and of service manner.

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

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