Customer Service Representative-Fitness

Full Job Description

American Specialty Health Incorporated is seeking a Customer Service Representative-Fitness to join our Customer Service-Fitness department.

The primary purpose of this position is to provide customer service to members who are seeking or utilizing ASH's Fitness programs.

Remote Worker Guidelines

• This position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network. The internet connection must have a consistent 50 down/10 up Mbps minimum internet speed. 100 down/20 up is recommended to support higher quality video meetings.

Responsibilities

• Receives and responds to telephone calls from members, fitness clubs and health plans.
  • Demonstrates knowledge and understanding of all ASH Fitness products and programs.
  • Answers incoming calls on the ASH telephone system in a professional, accurate, timely, and courteous manner.
  • Ascertains the nature of the call and records information in the appropriate system.
  • Provides answers to member questions by following standard policies and procedures.
  • Coordinates collection of necessary information, including member co-pays or payments when necessary.
  • Forwards documentation to Research Team for follow up if issue requires additional action.
  • Researches unique questions using all available resources. Refers difficult issues to Supervisor for appropriate answers.
  • Handles all issues requiring additional action within the necessary timeframes.
  • Manages time to ensure calls are answered within required timeframes and appropriate follow up is conducted in a timely manner.
• Attends and participates in meetings to discuss issues and foster teamwork among department personnel.
• Responds to requests from other ASH department personnel, contacting clubs and members as required.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• High School Diploma or GED certificate required.
• Inbound call center experience preferred.
• Experience in healthcare preferred.
• Basic experience using Microsoft Office required.

Core Competencies

• Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Demonstrated accuracy and productivity in a changing environment with constant interruptions.
• Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions.
• Ability to exercise strict confidentiality in all matters.

Mobility

• Primarily sedentary, able to sit for long periods of time.

Physical Requirements

• Ability to see, speak, and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within and around the facility or Work from Home (WFH) environment. Capable of using a telephone, computer keyboard, and mouse.

Environmental Conditions

• Work-from-home (WFH) environment.

American Specialty Health is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth, related medical conditions, breastfeeding, and reproductive health decision-making), gender, gender identity, gender expression, race, color, religion (including religious dress and grooming practices), creed, national origin, citizenship, ancestry, physical or mental disability, legally-protected medical condition, marital status, age, sexual orientation, genetic information, military or veteran status, political affiliation, or any other basis protected by applicable local, federal or state law.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability.

ASH will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.