Associate Customer Service Representative

Job summary
This job handles customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and brokers in a customer service center.Troubleshoots and resolves customer complaints.Ensures that responses to inquiries are completed timely and according to established service and quality standards.
Job seniority: entry level
Responsibilities
• Resolve customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner.• Prepare adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution.• Meet all production, quality, and adherence standards. Attends all required training classes.• Elevate issues to next level of supervision, as appropriate.• Maintain accurate records, including timekeeping records.• Other duties as assigned or requested.
Requirements
• High School Diploma or GED is required.• 6 months of Customer Service in a customer facing role is required.• Customer Service in a call-center environment is preferred.• Customer Service in a Healthcare related call-center environment strongly preferred.
Key Skills Needed
• Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards.• Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally.• Ability to take direction and to navigate through multiple systems simultaneously.• Ability to maintain composure under stressful and fast-paced conditions.• Strong written and verbal communication skills.• Ability to communicate complex information in a simple, customer facing way.