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Customer Service Representative 1
Ref No.: 18-12391
Location: Grand Rapids, Michigan
Start Date / End Date: 10/15/2018 to 04/14/2019
Job Description:
The successful candidate will be able to accept ownership for effectively answering or triaging customers' telephonic and emailed inquiries, keeping customer satisfaction at the core of every decision and behavior.

Customer Service Call Representative will serve as a point of contact by answering incoming calls from clients and participants who have questions related to COBRA, Leave of Absence and Retiree healthcare continuation coverage.

Responsibilities include, but are not limited to:
• Manage large volumes of inbound and outbound calls in a timely manner, including:
o Handling Tier 1 calls to completion;
o Responding to Tier 2 calls after researching customer requests; and
o Triaging Tier 3 calls by seeking assistance from the appropriate Account Coordinator and/or Manager to determine proper conclusion with the caller.
• Manage inbound and outbound participant email inquiries in a timely manner.
• Listening for meaning, clarifying, and responding well to questions
• Identifying customers' needs, researching every issue and providing solutions and/or alternatives
• Maintaining a positive and professional attitude when handling escalated calls from customers with complex questions or who may be irate
• Identifying and reporting unusual activity, such as higher-than-normal volumes or trends in call reasons
• Data entry and documenting all conversations in our database in a comprehensible way. Keyboarding skills
• Being a positive influence and strong team member, offering to help others and seeking assistance when required
• Must be knowledgeable of Microsoft Office products: Outlook, Excel, Word, etc.
• Good written and verbal communication skills, and the ability to communicate with both technical and non-technical skills
• Assisting with company projects, administrative tasks and/or ad hoc projects as needed and assigned

BACKGROUND/EXPERIENCE DESIRED:
• Customer Service experience in a transaction based environment
• Effective communication skills, both verbal and written
• The ability to communicate clearly to be understood by callers who may be either technical or non-technical
• Ability to take initiative to meet challenges with resourcefulness and new innovative approaches while maintaining a high level of quality
• Ability to operate and make timely decisions in an ambiguous, fast-paced atmosphere
• Ability to multi-task, set priorities and manage time effectively
• Strong customer service orientation
• Possess a passion for teamwork, client service and reaching business results through problem solving
• Previous experience in a customer support role preferred
• Customer focus and adaptability to different personality types

EDUCATION
The highest level of education desired for candidates in this position is a bachelor's degree or equivalent experience.