CUSTOMER SERVICE REPRESENTATIVE

Job Overview

JOB DETAILS

REQUIREMENTS

• One year of experience performing customer support activities, preferably in a call center.
• Working knowledge of contact with the public and telephone; modern office procedures and methods.
• Good verbal and written communication skills.
• Ability to electronically document records to a web-based chart.
• Intermediate skills with Microsoft Office, email and internet.
• Good problem-solving and listening skills.
• Must exhibit the ability to work with the public under stressful circumstances in a fair, calm, and understanding manner and obtain positive results.
• Skill in the operation of a variety of office equipment, including computer and networks.
• CRM experience and/or Medicaid experience a plus.
• Bilingual skills required.

RESPONSIBILITIES

• Communicates effectively with a range of individuals with varying educational levels, disabilities, and communication styles.
• Respond to customer inquiries with timely and accurate information.
• Uses person-centered techniques in all participant interactions.
• Receives inquiries about our client’s services, how to enroll on the program, and program guidelines and requirements.
• Provides information on self-direction to assure that each individual is able to make informed decisions about their care.
• Assists individuals in completing paperwork or understanding Program requirements.
• Represents our client in all interactions with the public by providing quality service to internal staff and external clients. Ensures privacy of our customers remains the utmost importance.
• Initiates required action for response to caller requests, including the need for additional support by our client’s staff or requests for documents, and communicate such requests to the proper department.
• Recognizes the need for additional services required by the caller.
• Ensures the satisfaction of callers and professional handling of difficult or unusual situations.
• Conducts follow-up phone calls for quality and satisfaction.
• Participates in development, training, and other departmental meetings and adheres to corporate policies that concern the customer service department.
• Accesses our client’s software in order to retrieve information to answer inquiries and to update contact notes and other information into digital case records.
• Requires additional duties as assigned.
• Reports directly to the Customer Service Supervisor.
• Adhere to all remote work policies and procedures.

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