Call Center Representative II

Jenkins Township, PA 18640

Post Date: 05/22/2018 Job ID: 3045262 Industry: CSR

Job Duties

Manage inbound and outbound calls that are routine in nature, answer inquiries by clarifying desired information; researching, locating, and providing relevant information

Follow procedures and scripts, using fundamental knowledge to navigate information systems and/or CRM system(s)

Navigate to the appropriate pre-scripted responses to provide general and claims specific information and understand when to escalate issues

Accurately update database systems, such as but not limited to Word, Excel, CRM

May assist in the processes required for medical case file creation; including but not limited to data entry and records management, orphan and return mail, replying to emails

Assist other team members in maintaining and collecting sensitive case documents

Aid team members with case file maintenance, including filing, retention, and labeling

Track and escalate case issues, as needed

Review and research escalated case issues and respond in a timely manner

Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests

Effectively transfer misdirected customer requests to an appropriate party

Participate in activities designed to improve customer satisfaction and business performance .

Perform other duties as assigned by management

Meet Quality Assurance, production requirements, and other key performance metrics

Listen attentively to customer needs and concerns; demonstrate empathy

Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivityEducation and Experience Requirements

Job Requirements

Must be able to speak and read English clearly, professionally and fluently

Accurate data entry skills and the ability to type at least 35 keystrokes/minute, must be able to navigate and efficiently use customer relationship management (CRM) systems

Utilize standard technology such as a telephone, e-mail, and web browser

Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment

Must possess a professional and friendly attitude and be able to quickly develop rapport with customers over the phone, when needed; excellent organizational, interpersonal, written, and verbal communication skills

Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections; ability to perform comfortably in a fast-paced, deadline-oriented work environment

Associates degree preferred; bilingual capabilities preferred; medical or other clinical background preferred

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