Customer Care Representative II, III

Customer Care Representative II, III

Customer Care Representative II, III

4241 Irwin Simpson Road, Mason, OH

Location: This role requires associates to work from the posted locations full-time, enabling consistent face-to-face collaboration, teamwork, and direct engagement. This policy promotes an environment built on in-person interaction, communication, and immediate support.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law.

This position will have on-site training Monday-Friday for the first 8 weeks, onsite post training (Nesting) for additional 6 weeks. You must have 100% attendance during the full duration of training.

Training hours: 8am - 5 pm EST

Post Training: Ability to work any 8-hour shift M-F between 8 am and 11 pm EST, possible weekend OT as needed

How you will make an impact:

• Analyzes problems and provides information/solutions. Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database.
• Thoroughly documents inquiry outcomes for accurate tracking and analysis.
• Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
• Researches and analyzes data to address operational challenges and customer service issues.
• Provides external and internal customers with requested information.
• Proficient in all basic customer service functions.
• Receives and places follow-up telephone calls / e-mails to answer customer questions.
• Outbound calls are conducted in the ZipDrug business area.
• Inquiries may also be on a walk-in basis.
• May require deviation from standard practices and procedures with the assistance of a computerized system.
• Seeks, understands and responds to the needs and expectations of internal and external customers.

Here's what Elevance Health offers:

• A career path with opportunity for growth
• Ability to obtain your Associate's or Bachelor's degree or further your education with tuition reimbursement.
• Affordable Health Insurance, Dental, Vision and Basic Life
• 401K match, Paid Time Off, Holiday Pay
• Annual incentive bonus and annual increases plan based on performance.

At Elevance Health, the team is comprised of the best and the brightest from diverse experiences, cultures, and backgrounds. The differences we each bring to the table are a part of what makes our company so successful.

Minimum Requirements:

CCR II: Requires a HS diploma or equivalent and a minimum of 1 year of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background. CCR III: Requires a HS diploma or equivalent and a minimum of 3 years of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities, and Experiences:

• The majority of each day will be spent on the phone. Ability to work from home with hard-wired internet access and a quiet and private workspace strongly preferred.
• A passion for serving others with the ability to be empathetic and the desire to go above and beyond to help resolve members questions at the first point of contact preferred.
• A customer advocate willing to listen and find creative solutions to address and resolve customers questions, issues or concerns preferred.
• A composed individual able to multi-task, navigating multiple computer applications and working efficiently while communicating and serving the customer preferred.
• Have a strong work ethic and sense of responsibility to your teammates and our members, demonstrated by the simplest things like being on time and available to meet member's needs, to being accountable for commitments made to customers or others and ensuring follow-ups are completed preferred.
• Flexible and quick learner, willing to adapt to changing customer and business needs preferred.

For URAC accredited areas, the following professional competencies apply: Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.

#EHS

Job Level: Non-Management Non-Exempt

Workshift: Job Family: CUS > Care Reps