Provides 24/7 phone coverage for our partners and handles inquiries.
Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
Identifies customer needs by referring to case notes and examining each as a specific case.
Performs routine call center activities concerning business products and services.
Uses standard scripts and established guidelines and under supervision, to meet SLAs.
Provides customers with information that is specialized and communicated in a warm empathetic manner.
Gathers all necessary information to update the database.
Escalates issues to senior levels, based on complaints or concerns.
Explains company policies to customers.
Expand skills within an analytical or operational process and maintain appropriate license, training, and certifications.
Apply experience and skills to complete assigned work.
Works within established procedures, practices, and with a moderate degree of supervision.
Performs business support or technical work, using data organizing and coordination skills to complete assignments and in some areas, requires vocational training, certifications, licensures, or the equivalent experience.
Provide day-to-day contracted services to external clients and contracted services may include technical or non-technical customer support, transaction processing and sales & marketing services.
Performs other duties as assigned and comply with all policies and standards.

Must at least 18 years of age or older
Have a High School Diploma or an equivalent level of education.
Must be able to submit to a pre-employment screening and drug test
Have legal authorization to work permanently in the United States without requiring a visa transfer or visa sponsorship
Must have Customer Services Experience in a Call Center environment is preferred
Must have MS Office experience-ability to proficiently use Word and Outlook
Must have experience working with Medical Insurance, Medicaid or Pharmacy Benefits preferred
Must be able to work weekends and some holidays (some nights, weekends, holiday as this is a 24/7 operation)

Customer Experience Associate

Key skills