Customer Service Representative - Operations

• Operates as a representative of the company by answering and documenting all incoming contacts to determine their nature while responding to complex calls related to specialized services
• Ensures that every member is shown respect and kindness and that all questions are thoroughly answered to ensure a high level of customer satisfaction and loyalty
• Identifies and evaluates appropriate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery
• Follows established procedures to meet customer/member needs and successfully enhance the company's brand recognition and competitive advantage in the industry
• Handles the answering of questions regarding prescription insurance, medication coverage, and mail-order prescriptions so that our members better understand their coverage and options
• Communicates effectively with diverse work units and relevant organizational departments to ensure that issues are properly and quickly resolved
• Organizes training sessions to educate internal staff on premium customer service processes, policies, and best practices
• Performs required training to understand how to use tools available to recall necessary information
• Documents all customer correspondence and maintains confidential records of patient information

• Minimum 6 months experience in a customer service or call center environment
• Must have effective and empathetic communication style in managing inbound calls and communications with clients and team members
• Computer experience is required with proficiency in Microsoft Outlook, Word and Excel
• Basic alpha number data entry skills with attention to accuracy and quality is essential
• Intermediate math skills are required with attention to detail and quality essential
• Ability to work with people in a team environment while meeting individual performance goals
• Must be able to read and interpret policies, procedures and instructions
• Effective organizational skills and ability to prioritize a fluctuating workload and competing priorities is essential

1+ years in a customer service or call center environment

• Affordable medical plan options
• 401(k) plan (including matching company contributions)
• Employee stock purchase plan
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
• Paid time off
• Flexible work schedules
• Family leave
• Dependent care resources
• Colleague assistance programs
• Tuition assistance
• Retiree medical access