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Company Contact Info
- Pittston, PA
- Kara Falzone
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Customer Service Rep-Full Time
Kelly Services • Pittston, PA
Posted 1 month ago
Travel - None
$13.94-$13.94 Per Hour
Other Great Industries
Admin - Clerical, Customer Service
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The Customer Service Reps will be responsible for: - 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
- 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. Must be able to pass required screenings, skills assessments, and provide education and work verification.
Job ID: US5146KF_27525365
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