Customer Service Representative

Title: Customer Service Representative
Duration: 6 months
Location: The role is remote, but candidates need to be from Alabama, Florida, Georgia, Louisiana, Mississippi, North Carolina, Ohio, Oklahoma, South Caroline, Texas, Virginia.
Shift: 8-8 EST M-F (one shift is 8-5 one shift is 12-8)

Job Description:

• Successfully utilizes added knowledge of product types, functional andor technical skills to provide solution focused service to our customers on more complex insurance questions and issues.
• Successfully able to understand and communicate complex concepts to members, providers and colleagues in verbal and written form.
• Display leadership through all actions both internally and externally.
• Support and be committed to the mission, vision and values of the company by delivering seamless, energetic and innovative service solutions to increase stakeholder satisfaction and retain customers.
• Utilize probing and creative problem solving as well as critical thinking and the ability to analyze more complex and ambiguous information to resolve customer inquiries on first contact.
• Document corrective measures and detailed customer information reelevate to each customer contact and provide instructions as needed to internal business areas to ensure prompt resolution and response to customer inquiries.
• Ensures final disposition of each inquiry in a timely manner.
• Identify and obtain information and records from customers, members, providers andor employer groups to correctupdate information, claims and membership records when necessary.
• Recognize patterns of inconsistent andor inaccurate claims filing practices among customers and providers, educate customers and providers on acceptable practices and policies.
• Perform phone/email outreach to vendors and business partners to resolve service issues.
• Identify, understand and anticipate customers unexpressed needs and concerns in a caring manner.
• Work collaboratively with business partners to further optimize customer, employer group and provider relations by identifying opportunities to promote stakeholder programs.
• Promote programs, making sound decisions to apply the most appropriate stakeholder centric course of action to respond to needs.
• Educate and encourage customers on use of alternative delivery channels i.e. self service, web.
• Identify and communicate process, product or systems improvement opportunities to improve the overall stakeholder experience.
• Interface with local, state and federal governmental entities and plan participants regarding client's products, services and policies.

Hiring Requirements:

• High school diploma or GED.
• 0-2 years of experience in related field.

Reason position is open:

• Annual open enrollment.

Top 3-4 Required Skills:

• ACD call environment experience.
• Work from home environment exp (has a quiet area for them to be able to work productively).
• Tech savvy (comfortable using different systems: Salesforce, Genesis).

Nice to have Skills:

• Previous insurance experience.
• Has enrollment experience.
• Medicare Exp (for 9/14 class).

Years of Experience:

• 0-3 years of experience is a minimum and we are able to train people up. We would like to look for someone with more experience.

Industry Specific Experience – required, ideal, necessary? 

• Insurance experience / call center environment.

What is this role’s main focus for the 1st 90 days?

• The majority of the time is going to be training and getting ready for open enrollment on 10/1. Then they will be working the project.

Breakdown of Duties/Typical Day:

• Daily chat then calls start coming in around 8am and don't stop till EOD. Will be working to help with the over 65 products (products for people over 65 years of age) one hour lunch. Is flexible on time off after training.

What are the team’s biggest priorities over the next 6-12 months?

• Open enrollment.

What are the challenges the individual will face in this role?

• Sitting all day and only having an hour lunch break.

Tell me about the best candidate you have ever had in this position? What made them so good?

• Eager to learn and able to jump in and start working immediately on the job aids and work.

What does the training look like for this role?

• Training will be about 11 weeks M-F 8-5 EST. Will not be able to have time off during training class. Can't miss ANY training.

 

At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's pay range is $17.23/hr – $18.38/hr.