Key skills
Problem Solving
About this role
Role Overview
- Handling escalated member concerns while also providing Help Desk support for the Customer Service Team.
- Researching, responding, and providing a resolution, within the appropriate timeframe, to member inquiries submitted via phone, chat, email, or fax.
- Provide support for the customer service team through the manning and operation of the Help Desk.
- Serving as a resource and assisting the team of Customer Service Representatives (CSR’s) with questions related to escalated or technical issues.
- Being a reliable point of contact for members by keeping them updated on steps being taken to research and resolve any unsettled concerns.
- Partnering with the Customer Service Manager to identify training opportunities that improve CSR problem solving steps, technical understanding, and first call resolution.
- Identifying trends in escalations and preparing data used to identify root cause analysis.
- Supporting contract performance guarantees by performing other duties as deemed necessary; answering inbound calls, assisting with outbound campaigns.
- Ability to work flexible hours and shifts.
Requirements
- GED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses.
- College course work is desirable.
- Minimum of 2 years previous call center or customer service experience.