With minimal supervision ensure accurate, timely and efficient customer support while delivering World Class service. Respond to complex e-mail and web chat inquiries in a manner that supports the achievement of satisfaction, growth and operational excellence goals.
Primarily respond to routine and complex e-mail and web chat inquiries from members and clients; responding to inquiries will require in-depth knowledge in the following areas: utilizing the plan, issuing authorizations, processing verification of eligibility, identifying and resolving payment errors and accurate completion of necessary documentation and forms processing
Effectively educate and influence members and prospective members on the value and benefit that offers through its products, services and extensive network of doctors
Remain current on all changes to customer service policy, procedure and product information to accurately, consistently and efficiently respond to inquiriesIdentify and analyze trends and communicate to appropriate business partners, suggest necessary corrections, changes or solutions; appropriately elevate situations that could have company wide impacts
Maintain and organize correspondence to ensure consistent, accurate and professional responses; recommend updates to CS on line knowledge management tools
Respond to a minimum amount of incoming ACD calls daily and as business needs requireAble to effectively navigate through all systems, including Egain and WebChat, Proclaim, CAD, CSR portal and Client Support Line requests
Typically has the following skills or abilities:
One to two years of customer service experience handling complex issues in a high volume environment
Excellent written and verbal communication skills
Must be able to articulate information effectively via telephone, email and webchat as well as, clearly document customer situations and prepare letters to confirm agreements made verbally or in writing
Proficient with Microsoft Word and Outlook
Demonstrated ability to work independently with minimal supervision, take initaitive to effectively carry out responsibilities
Ability to meet minimum production requirements
Ability to work at a computer 96% of the time
Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made verbally
Must be available to work within the full range of call center hours of operation.
Help us improve CareerBuilder by providing feedback about this job:
Report this job
Report this Job
Once a job has been reported, we will investigate it further. If you require a response, submit your question or concern to ourTrust and Site Security Team
Job ID: 19-15818
privacy and protection,
when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction.Learn more.
By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder
Terms and Conditions
for use of our website. To use our website, you must agree with the
Terms and Conditions
and both meet and comply with their provisions.