Customer Service Specialist

Job Description

Job Description

The Customer Service Specialist reports to the Customer Service Manager

in the MWG-Administrators TPA Division. The position is a non-exempt, hourly role

located at a MWG Call Center location in Ridgeland MS.

GENERAL JOB DUTIES AND RESPONSIBILITIES:

The Customer Service Specialist is the first to interact with our customers by answering incoming calls from the customer service and claims call queues. The person in this role takes on a wide variety of tasks, all of which involve supporting the company's operations and products. They will be interacting with customers and building and maintaining relationships while providing exceptional customer service. To perform the job successfully, the employee must be able to perform each essential duty satisfactorily. The requirements listed here are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer incoming calls.
• Identify and document the needs of the customer utilizing all tools available.
• Always demonstrate excellent phone etiquette and use written skills to obtain clear and
• concise documentation of the customer's inquiry.
• Meet or exceed all performance metrics.
• Be knowledgeable and have a clear understanding of the business processes within MWG
• including departments, insurance carriers, brokers/agents, and group contacts.
• Route calls to appropriate resources.
• Utilize MWG Administrators Policy Administration Systems to verify eligibility and review members accounts based on the policy assigned.
• Recognize and resolved customer issues by following standard operating procedures and explaining the process to the customer.
• Identify and escalate issues to supervisors.
• Follow up customer calls where necessary and complete the daily assigned voicemails.
• Perform other duties as assigned by the Department Manager.

In this role you have the ability, and are strongly encouraged to, advance levels within the department. Each level achieved results in increased pay. Knowledge Checks and minimum qualifications are required for advancement.

EXPERIENCE AND EDUCATION REQUIREMENTS:

• High School Diploma or GED required; Associates or bachelor's degree is preferred.
• Must have previous customer service experience; previous Call Center experience is a plus.
• Must have excellent computer skills with experience in Microsoft Tools.
• Must be able to work well under pressure with multiple priorities and meet deadlines while maintaining a strong attention to detail.

WORKING ENVIRONMENT:

• Must be able to perform in a very high paced environment and professionally handle interruptions.
• Must have the ability to work under minimal supervision.
• Must be able to prioritize projects, work multiple projects simultaneously, and meet project deadlines.
• Must possess excellent problem-solving skills and have keen attention to details.
• Must demonstrate strong written and verbal communication, interpersonal, and relationship building skills.
• Must be able to handle stressful situations appropriately.
• Must maintain confidentiality and privacy in every aspect of the job.

JOB ESSENTIAL REQUIREMENTS:

The following are job functions that an employee must be capable of performing with or without reasonable accommodation.

• Must be able to read, write, and speak English; Spanish is a plus.
• Must have basic typing skills
• Must be able to work as scheduled.
• Must possess sight and hearing senses or use prosthetics that will enable these senses to function adequately so that the requirements of the position as stated above can be fully met.
• Must be able to bend, stretch, reach, and sit or stand at a desk during 85% of the workday.
• Must be able to lift, stoop, and carry small equipment items and supplies, possibly weighing up to 20lbs.

REASONABLE ACCOMODATIONS:

Morgan White Group will reasonably accommodate qualified individuals with a disability so that they can perform the essential functions of a job, unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to Morgan White Group.

EQUAL OPPORTUNITY EMPLOYER:

MWG is an Equal Opportunity Employer, committed to the principles of the EEOC. All employment decisions are based upon each person's qualifications, abilities, and performance. Our company works to provide an environment where human dignity prevails and all employees and applicants for employment receive equal consideration and fair treatment, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.