Primary Responsibilities
Customer Service Representatives are expected to provide high quality customer care and to strive for excellent customer service. Customer Service Representatives are to provide resolution of customers’ inquiry upon first contact to ensure customers experience high satisfaction with their contact.
Responds to inbound customer calls in a professional manner, addressing customer issues, assuring that company standards are met.
Researches and resolves a wide variety of customer questions and issues.
Achieves individual performance goals targeted by the company.
Listens to customers and probes for clarification to meet customer’s needs.
Ensures information communicated to the customer is timely and accurate using proper grammar and articulation.
Utilizes multiple systems to research necessary information to resolve the customer’s questions or issues.
Works well independently as a part of a team to achieve goals in an atmosphere committed to quality service.
Responds to an average of 60 to 100 calls per day in an inbound call center environment.
Accurately and promptly documents all calls in system.
Trainees complete an extensive multi-phased training program that includes classroom instruction and on-the job training. Trainees are required to successfully meet all training and attendance standards.
Summary of Qualifications
Experience in a customer contact position requiring problem solving
Experience in a position requiring the ability to understand and interpret complex oral and written directions
Experience in a position requiring the ability to multi-task
Experience in a position requiring data entry and typing skills required
Experience researching information using online reference materials preferred
Experience with medical terminology, ICD-9, and/or CPT coding is desirable
Bachelor’s degree preferred
Experience in a corporate or office environment preferred
Recent experience in a customer service environment preferred
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