Customer Service Representative

Sunrise Systems, Inc. is seeking a Customer Service Representative to provide accurate and efficient customer support. The role involves responding to customer inquiries, processing claims, and maintaining customer service standards while ensuring timely resolution of issues.

Responsibilities:

• Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners; inquiries may range from telephone, in person, or via the internet/e-email
• Accurate completion of necessary documentation, letters, and forms processing
• Quality Assurance testing for company software
• Research and resolve issues/complaints and determine appropriate resolution(s)
• Solve problems and assist with issues that may not fit the 'cookie-cutter' solution
• Effectively educate and influence customers and prospective customers on the value and benefits that the company offers through its products, services, and solutions
• Identify customer trends and communicate to appropriate business partners, leaders, and divisions; suggest necessary corrections, changes, or solutions; appropriately elevate situations that could have organization-wide impacts
• Effectively maintain specific line of business Customer Service standards and support level standards
• Remain current on all changes to Customer Service policy, procedures, and product/services/solutions information to respond to customer inquiries accurately and consistently
• Contingent on the LOB, may require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information to attendees; available for occasional overnight travel
• Contingent on the LOB, may support Sales Representatives for any inquiry related to their customer orders
• Contingent on the LOB, may be the first point of contact for Sales Representatives, not related to customer orders
• Contingent on the LOB, may process claims based on business needs and workflow fluctuations

Requirements:

• Must clear by 4/8 [BGV - Including Drug Test]
• Good Internet Speed Required
• MUST BE FLEXIBLE Monday – Sunday
• Assigned based on business need
• Day(s) off during the week if shift includes Saturday and/or Sunday
• Potential Shift Times 6:55am-3:25pm PT/9:55am-6:25pm ET and 8:30am-5:00pm PT/11:30am-8:00pm ET
• One to two years of customer service experience in handling moderate to complex customer inquiries in call center, insurance, manufacturing, software, telecommunications, retail, or eyewear industries
• Available to work any shift, including weekends, holidays, and/or overnight
• Demonstrated internet knowledge and understanding of basic internet browser settings
• Demonstrated ability to work with multiple software programs, simultaneously
• Working knowledge of MS Office package
• Effective verbal communication skills to prioritize multiple tasks and to be available for incoming calls and inquiries
• Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made
• Excellent interpersonal and rapport-building skills
• Ability to ask appropriate and relevant questions to identify customer needs
• Proven problem-solving, negotiations, and decision-making skills
• Ability to use appropriate discretion and judgment in applying customer/call handling guidelines
• Ability to listen, process transactions and interact with customers simultaneously in a fast-paced environment
• If this position acts as a third-party administrator (TPA) for processing payments, then candidates will be subject to a credit check
• In order to perform the duties of a Customer Support Representative successfully and consistently on our systems and networks, the following internet and equipment are required: OS (Provided) Windows 10 CPU (Provided) In tel® CoreTM i5-7500 (4 Cores/6MB/4T/3.6GHz) Memory (Provided) 16GB 2X8GB 2666MHz DDR4 Memory Hard Drive (Provided) 256GB Solid State Hard Drive Wired Headset (Provided) Yes Wired Connection (to Router/Modem; Cable/wire provided) Router/Modem NOT provided Yes Download Speed (per user on home network) 50 Mbps Upload Speed (per user on home network) 10 Mbps Loaded Latency < 150 ms