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Customer Service Representative

Irving, TX

Posted: 10/17/2018 Employment Type: Full Time Industry: Customer Service Job Number: A Pay Rate: $16.00 to $16.50 /hour

SUMMARY: The Customer Service Representative is responsible for handling inbound customer calls from both providers and members. They are to ensure that the highest level of service is provided no matter what the question or concern.

ESSENTIAL DUTIES AND RESPONSIBILITIES: The items listed below detail some of the assigned duties and responsibilities for this position. This is not meant to be an all-inclusive list and management reserves the right to change these duties at any time.

  • Answer questions from providers and members about benefits and eligibility.
  • Escalate calls to the necessary department when appropriate.
  • Make callbacks to customers as needed.
  • Maintain a high accuracy level by providing complete and accurate information at all times.
  • Be courteous and respectful to all callers.
  • Document notes of each call to ensure all information is saved correctly.
  • Abide by all Customer Service Goals as set by the Manager of the department.
  • Ensure adherence of Customer Service metrics:
  • Average monthly After Call Work (AUX) time must average less than 90 minutes a day.
  • Average monthly hold time must average less than 20 minutes per day.
  • Average monthly staff time must average 7 hours 30 minutes per day.
  • Average monthly talk time must average less than 5:00 minutes per call.
  • Average monthly quality must be 90% or above.

 

QUALIFICATIONS: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE

  • High school diploma or GED required.
  • 2-3 years of inbound call center experience in the health insurance industry.

COMMUNICATION SKILLS

  • Excellent verbal and written communication skills are required.
  • Qualified candidates should have a professional phone voice.

OTHER SKILLS

  • Must possess good, basic computer and typing skills.
  • Able to demonstrate proficiency in Microsoft Office (specifically Word, Excel and Outlook)

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • While performing the duties of this job, the employee is regularly required to sit and use a computer and phone. The employee is regularly required to talk and hear, as well as use hands to finger, handle and feel. The employee is occasionally required to stand and walk and also much occasionally list and/or move up to 10 pounds.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Normal office Environment

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