Customer Service Representative I

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
- Associate's 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