Customer Service Rep (Technician)

Benecard Services Inc.•Bonita Springs, FL

48d

About The Position

Under the direction of Call Center leadership, a Customer Service Rep Technician is primarily responsible for handling incoming telephone calls and making outbound calls as needed. A Customer Service Rep Technician may also be required to handle e-PA, e-mail and facsimile inquiries as needed and will have to meet established productivity and quality objectives. Initial training is 10 – 12 weeks in duration, Monday – Friday from 8:30 AM – 5:00 PM, work schedule change will be required after completing training.

Requirements

Three years’ experience in a call center environment, (Must have high school diploma) or equivalent.
Process oriented, ability to work in a team environment,
Excellent written and oral communication skills are required,
Demonstrated ability to work and make decisions in a fast-paced environment,
Demonstrated ability to multi-task
Flexible work schedule as needed
Proven track record of reliability
Will need to support weekend and possible second shift work.

Nice To Haves

Knowledge of Microsoft Outlook, Excel and Word is preferred

Responsibilities

Respond promptly to all incoming inquiries/issues from pharmacy providers, members, and authorized client representatives.
Make outbound calls as needed.
Navigate multiple systems across dual screens and clearly document each call.
Stay current with new policies and procedures.
Maintain strong working relationships with co-workers and managers in support of a cohesive team environment.
Maintain required quality and productivity metrics.
Be proactive by reporting any repeat complications that may be occurring because of systems, policies, or technological deficiencies.
Gain timely supervisory assistance in the event the situation requires intervention or investigation beyond normal capacity.
Treat others with dignity and respect and demonstrate empathy on a regular basis, especially during difficult situations.
Other duties as assigned.