Customer Service Coordinator

Watertown, MA 02472

Post Date: 04/16/2018 Job ID: 2991127 Industry: Customer Service Representative


Position Title: Customer Service Coordinator

Duties & Responsibilities:

  • Responsible for accurate communication and documentation of company policies and benefits to all incoming internal and external callers
  • Verify client eligibility based on company policies and requirements
  • Enter all member notifications into computer system based on calls received and client policies
  • Act as a liaison and subject matter expert within internal departments
  • Coordinate requests and correspondence between clients and members as required
  • Constantly track productivity, use, and quality metrics
  • Ensure all timelines are met when communicating with members and clients
  • Meet or exceed quality and productivity targets, including but not limited to calls per hour and audit scores of recorded calls.
  • Participate in the training of new staff members on project requirements, policies, and procedures
  • Make departmental presentations in team meetings on a rotating basis as requested
  • Assume responsibility for project tasks and monitor data relating to monthly, quarterly, and annual reports of the department.
  • Interact with other staff members to facilitate the execution of projects
  • Occasional work on weekends or evenings hours may be required

Required Skills:

  • Strong written communication skills are a must
  • Proficiency using Windows applications; i.E. MS Office, Internet Explorer, etc.
  • Outstanding organizational, planning, and follow-up skills
  • Ability to multi-task successfully in a fast-paced environment.
  • Remarkable interpersonal and verbal communication skills are essential
  • Work with the public comfortably and effectively
  • Efficient in analyzing situations and resolving issues
  • Maintain sensitive materials confidential


Qualifications:

  • High school graduation or equivalent required
  • Bachelor s degree in a health or business-related field preferred; Can be substituted for experience
  • 2 years of previous CSR experience, call center or behavioral health preferred but hospitality or retail is ok.

Ashley Dineen


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