Summary Description:
Under the direction of the Supervisor of Customer Service, this position resolves customer inquiries via telephone, email, walk-in, and mail regarding plan benefits, claim payments and denials, and eligibility in accordance with custom designed benefit plans. This will be done in a polite, professional, and courteous manner at all times. The Customer Service Representative meets the statistical goals of the position.
Essential Resource Responsibilities / Accountabilities:
Level I
- Researches and responds to inquiries via telephone, email, walk-in, and mail from internal and external customers in accordance with custom designed benefit plans
- Meets set statistical performance measures such as length of each call and daily call volume
- Acts as a liaison between customers, internal departments, vendors, and business associates
- Assists with the training of other team members
- Participates in ongoing training to further knowledge of regulations, software systems, policies and procedures, and develop skills to accurately fulfill requirements of the job
- Adheres to all Customer Service policies and procedures
Minimum Resource Qualifications:
Level I
- Associates degree in Business Administration or related field with a minimum of six months work experience. In lieu of degree a min of 2 years experience working in a customer service setting/environment
- Successful completion of the Customer Service Training Program
- Ability to multi-task in a fast-paced environment while maintaining high accuracy
- Excellent oral, written, and listening skills
- Capability to handle stressful situations in a professional manner
- Ability to respond to all inquiries in a calm, polite, professional manner
- PC skills required
- Work occasional overtime as required to meet business needs
Physical Requirements
- Must be able to function for long periods of time sitting at a desk using a keyboard
- Will need the ability to use a headset to listen to customer conversations In support of the Americans with Disabilities Act, this resource requirements document lists only those responsibilities and qualifications deemed essential to the position
Equal Opportunity Employer:
Excellus Client Client is an Equal Opportunity Employer. As such, requires all suppliers of temporary staffing resources to affirm the rights of every person to participate in all aspects of employment without regard to race, color, sex/gender, age, disability, religion, creed, citizenship status, national origin, veteran status, military status, marital status, familial status, domestic violence victim status, sexual orientation, gender identity, predisposing genetic characteristic, genetic information, or any other status protected under the law