Job Description :
Customer Service Representative
Phoenix, AZ
Contract

Support corporate performance and quality objectives in a high-volume Contact Center.

ESSENTIAL FUNCTIONS
Responsible for delivering an excellent customer experience for inbound, outbound, and email communications.
Take ownership of call/email received or made to Medicare, Medicaid, and Commercial members and bring their issue or question to a complete resolution.
Resolve questions and issues by researching documentation, system information or gaining knowledge from other employees, management or departments.
Ensure every call is documented accurately and correctly. Calls that require assistance from other areas ensure they are routed to the appropriate area.
Ensure 100% compliance with all components of the client’s Quality program.
Work with outside vendors as needed to answer questions or resolve issues.
Respond to member correspondence/email completely and accurately.
Conduct orientation to new members by providing an overview of the Information and pertaining administrative policy.
Facets Exp Preferred

SECONDARY RESPONSIBILITIES
Demonstrate awareness, motivation, and technical skills to assist in the development and growth of the contact center teams and help to identify process improvements.
Strong phone contact handling skills
Strong active listening skills
Assist in department/company projects, as needed

EDUCATION and EXPERIENCE
Must have a minimum 2-3 years’ experience in a high-volume inbound contact center environment with strong customer service skills. Health insurance experience a required (Medicare/Medicaid.
Must be computer literate and able to multi-task
Proficiency in Excel
Typing a minimum of 45/wpm required
Excellent communication and interpersonal skills.

ADDITIONAL QUALIFICATIONS
Attendance is key to a successful contact center, so being able to meet the requirement is critical.
Must be able to perform and adhere to contact center policies
Must be able to adhere to flexible work schedule. Contact Center is open 6am – 6pm Monday to Sunday.
CRITICAL COMPETENCIES
Composure
Taking ownership of each customer interaction
Quality focused
Positive attitude
Phone/Communication skills
Ability to work under pressure
Dependability/Adaptability