CSR II Phones
JOB TITLE: Customer Service Representative II Phones ($16/hr + $1/pay for performance)
DEPARTMENT: Operations
REPORTS TO: Supervisor
FLSA STATUS: Non-Exempt
OUR GUIDING PRINCIPLES:
Make every interaction Count
Act with Respect and Integrity
Demonstrate Passion for Continuous Improvement
Be Worth of Trust from all Stakeholders OVERVIEW: The Customer Service Representative II (Phones) provides superior customer service in a contact/call center/help desk environment for a specific contract in support of a customer with high demands for privacy, confidentiality, precision, advanced technology and customer service skills. This is a work from home position. ESSENTIAL FUNCTIONS: Demonstrates ability to work in accordance with the SaviLinx Guiding Principles. Coordinates claims electronically and via telephone. Handles eligibility inquiries and all lines of business. Meets established goals for call center metrics in Service Level Agreement (SLA) goals and Quality. Ensures first call resolution through problem solving and effective call/email/chat handling. Meets demands for privacy, confidentiality, precision. Documents all customer information, communications in Customer Relationship Management (CRM) system. Maintains a working knowledge of our clients' requirements using a Knowledge Base. Provides mentoring, training, and development to other CSRs as needed. SUPERVISORY RESPONSIBILITIY: This position has no supervisor responsibility. EXPECTED WORKDAY/HOURS: This position requires full, flexible availability, although will generally be M-F 8-5. QUALIFICATIONS:- 2+ years of college preferred.
- 2+ years of contact center experience preferred.
- High school diploma or equivalent required.
- 18 years of age or older
- Time management skills and the ability to work independently are essential for this role.
- Excellent organizational, written and oral communication skills.
- Computer proficiency with the ability to navigate between multiple computer screens/programs while talking with the customer
- Customer service oriented (empathetic, responsive, patient, and conscientious)
- Must have experience with maneuvering electronic data between various environments.
- College degree preferred.
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