Customer Service Representative

Job Description

REQUIREMENTS

• High School Diploma or GED certificate required.
• 1 year experience performing customer service duties required.
• Inbound call center experience preferred.
• Experience in healthcare preferred.
• Basic experience using Microsoft Office required.

RESPONSIBILITIES

• Receives and responds to telephone calls from members, fitness clubs and health plans.
  • Demonstrates knowledge and understanding of all our client’s Fitness products and programs.
  • Answers incoming calls on our client’s telephone system in a professional, accurate, timely, and courteous manner.
  • Ascertains the nature of the call and records information in the appropriate system.
  • Provides answers to member questions by following standard policies and procedures.
  • Coordinates collection of necessary information, including member co-pays or payments when necessary.
  • Forwards documentation to Research Team for follow up if issue requires additional action.
  • Researches unique questions using all available resources. Refers difficult issues to Supervisor for appropriate answers.
  • Handles all issues requiring additional action within the necessary timeframes.
  • Manages time to ensure calls are answered within required timeframes and appropriate follow up is conducted in a timely manner.
• Attends and participates in meetings to discuss issues and foster teamwork among department personnel.
• Responds to requests from other ASH department personnel, contacting clubs and members as required.
• Performs other duties as assigned.
• Complies with all policies and standards.

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