pay for performance, Remote)

All•Boston, MA

12d•$19•Remote

About The Position

The Customer Service Representative II (Phones) provides superior customer service in a contact/call center/help desk environment for a specific contract in support of a customer with high demands for privacy, confidentiality, precision, advancedâ¯technologyâ¯and customer service skills.â¯â¯This is a work from home position. The successful candidate will demonstrate fluency in speaking, reading, writing, and listening in both Haitian Creole and English.

Requirements

2+ years of college preferred.
2+ years of contact center experience preferred.
High school diploma or equivalent required.â¯
18 years of age or older
Time management skills and the ability to work independently are essential for this role.
Excellent organizational, written and oral communication skills in both Haitian Creole and English.
Computer proficiency with the ability to navigate between multiple computer screens/programs while talking with the customer
Customer service oriented (empathetic, responsive, patient, and conscientious)
Must have experience with maneuvering electronic data between various environments.
College degree preferred.

Responsibilities

Coordinates claims electronically and via telephone.
Handles eligibility inquiries and all lines of business in both English and Haitian Creole.
Meets established goals for call center metrics in Service Level Agreement (SLA) goals and Quality.
Ensures first call resolution through problem solving and effective call/email/chat handling.
Meets demands for privacy, confidentiality, precision.
Documents all customer information, communications in Customer Relationship Management (CRM) system.
Maintains a working knowledge of our clients’ requirements using a Knowledge Base.
Provides mentoring, training, and development to other CSRs as needed.

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