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Customer Service Representative 2
Ref No.: 17-08681
Start Date / End Date: 11/19/2017 to 05/18/2018
All candidate will need to be tested on Telephone Etiquette, and scores attached to the resumes.
Healthcare Corporate Headquarters Corporate Contact Center
Customer Service Representative (CSR) Position Summary
Answer and direct telephone calls from constituents and non-constituents calling Healthcare Corporate Headquarters. Advocate, Educate and Provide a Clear Path to Care for our members and providers in self service options. Listen to the requests from callers and make a determination based on targeted questioning and analysis of information received, the most appropriate resource to whom the caller will be directed. Fast paced work environment that requires excellent critical thinking skills, interpersonal skills, flexibility, schedule adherence, dependability, and able to take direction well. Candidates with diplomacy skills are highly encouraged.
The Corporate Contact Center (CCC) CSR’s follow a strategic call handling script. Candidate needs to possess empathy, focus, and the ability to stay on task despite intermittent high volumes of calls. Knowledgeable of computers and able to work with dual monitors is necessary. Meet personal and department goals. Work in a team environment, assist peers, report Compliance concerns and follow department procedures. This is a clean desk environment, no cell phones will be allowed during work hours, alternate methods of external communication can be made discussed. Work hours are based on business needs. Normal hours of operation for Corporate Contact Center are 8:00 AM - 6:00 PM - M-F, however, Disaster Recovery hours can be required 6:00pm to 8:00am, Sat-Sun. Hours will be worked in part and will total between 15 to 30 hours.
Background/Experience Desired
• Experience in a production environment
• 1-2 years customer service experience based in a call center environment
• Experience in consultative sales or consultative customer service
• Knowledgeable of Healthcare products and services