Customer Service Rep II

Job Title

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following:

• Promptly and courteously answer inbound telephone calls
• Assess, prioritize and resolve client issues using good listening and comprehension skills
• Escalate issues to management as appropriate
• Document and retain all pertinent information
• Manage outbound outreach for enrollment and/or refills
• Manage multiple client programs
• Responsible for training call center new hires
• Perform related duties as assigned, including but not limited to direct member reimbursements; ID card management and distribution, etc.

QUALIFICATIONS AND REQUIREMENTS

• Minimum 2 years of experience in a customer service position, preferably in a call center environment
• PBM, pharmacy or health care industry experience preferred
• Health insurance background and knowledge of pharmacy terminology desired
• Proficient PC skills in Windows-based applications.
• Excellent verbal and written communication skills
• Excellent telephone etiquette and strong customer service orientation
• Highly organized with strong attention to detail
• Excellent time management skills
• Ability to work independently and with a team
• Ability to exercise logical critical thinking in problem solving
• Ability to be flexible and quickly adapt to the changing needs in the department.
• Flexible with scheduled work hours
• Bilingual English/Spanish is a plus

EDUCATION

• High School Diploma or equivalent
• Pharmacy Technician Certification is a plus

PHYSICAL DEMANDS

Requires sitting, standing, and occasional light lifting.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.