Description
We're looking for a Customer Service Representative, working in the Insurance industry in Tempe, Arizona, United States.
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Build rapport and respond quickly to plan participants in a compassionate manner by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email and instant message.
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Customize customer service approach to meet all types of communication styles and personalities while maintaining professionalism and diplomacy during difficult calls.
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Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements.
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Translate health and welfare and pension terms skillfully, complex plan information and processes into simple explanations and instructions that customers can understand and act upon.
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Read and understand client’s plan documents and online knowledgebase tools while collecting relevant information to determine immediate requests/questions and to anticipate the future needs of the member.
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Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information.
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Maintain and document complete and accurate call and case notes in a professional manner
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Participate in team meetings and training.
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Perform other duties as assigned.
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High School degree or GED required
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Associate or Bachelor’s degree is a plus
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Experience working in a call center environment
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Knowledge of health and welfare and/or defined benefit pension plans.
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Ability to read, write and speak Spanish is a plus
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Excellent ability to communicate effectively using the English language in a customer service setting, including verbal and written communication skills in a grammatically correct way
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Ability to quickly assess member concerns and formulate a response/resolution using analytical and problem solving skills
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Ability to work in a structured environment – adhere to posted work schedule and breaks/lunches, following protocols
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High level attention to detail, multi-tasking, and ability to organize work
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Experience using Microsoft Office with a strong ability to juggle multiple open computer windows to answer questions while on the phone/instant messaging
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Ability to work autonomously in a self-paced, self-motivated team environment
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Must be comfortable working in a virtual environment to include on-line training and interaction with Managers/Supervisors via chat
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Ability to understand and follow oral and written instructions
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Ability to type 30 words a minute