Customer Service Rep II

Job Description

Job Description

ESSENTIAL DUTIES AND RESPONSIBLITIES 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.