Provide education and assistance to internal and external customers
Act as a first point of contact in addressing complex and escalated customer concerns
Respond to routine and complex telephone or written inquiries from members, doctors, clients and consumers
Utilize in-depth knowledge of policies, procedures, medical terminology, telephone and writing techniques
Remain current on all changes to policy, procedure and product information
Maintain and organize correspondence to ensure consistent, accurate and professional responses
Document performance opportunities acquired through escalated calls or frequent agent interactions

Two to four years customer service experience handling complex issues in a high volume environment
One year taking ACD calls within a call center environment
Available to work any shift, including weekends, holidays, and/or overnight
Demonstrated effective written communication skills including business writing, grammar, punctuation in order to correspond with customers via letter, email and webchat
Demonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities
Demonstrated ability to effectively communicate and/or coach as necessary with all levels of employees; possesses strong interpersonal skills
Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made verbally
Demonstrated ability to learn, support change management and assimilate new information quickly
Excellent problem solving, critical thinking and effective negotiation skills
Ability to work at a computer at least 90% of the time
Ability to work within multiple complex systems to extract information needed to support customers

Customer Support Representative

Key skills