Contact Center Representative I

Job Description

REQUIREMENTS

Education: High school diploma or equivalent required; associate degree preferred

Experience: 2 years in a dynamic customer service environment

• Telephonic customer service experience preferred
• Strong verbal and written communication skills with the ability to provide clear, accurate, and personalized information
• Demonstrated ability to handle high-volume inquiries across multiple communication channels (phone, email, chat, etc.)
• Proven problem-solving and research skills to investigate and resolve member issues effectively

RESPONSIBILITES

• Respond to member inquiries with accurate, personalized information and support across products, policies, and procedures.
• Research and resolve member transactions, including determining eligibility and communicating outcomes within established guidelines.
• Monitor and follow up on client issues, escalating cases as needed and using de-escalation techniques to ensure a positive member experience.
• Utilize systems and performance tools to meet metrics for quality assurance, schedule adherence, and customer satisfaction.
• Gather and analyze customer feedback to recommend process improvements, update communications, and support customer-focused projects.

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