Customer Service Representative

Jenkins Township, PA 18640

Post Date: 04/09/2018 Job ID: 2978312 Industry: CSR
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 productivity Education and Experience Requirements Proficiency in Microsoft Office (Word and Excel), minimum 1 year customer service / secretarial / telemarketing experience Ability to obtain appropriate clearance required 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 Ability to successfully execute many complex tasks simultaneously Ability to work collectively and independently, as needed. Associates degree preferred; bilingual capabilities preferred; medical or other clinical background preferred

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