$1 pay for performance Remote)

All•Lawrence, MA

16h•Remote

About The Position

The Customer Service Representative II (Phones, Bilingual Portuguese/English) 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, advanced technology and customer service skills. This is a work from home position.

Requirements

High school diploma or equivalent required.
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 both in English and Portuguese.
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.

Nice To Haves

2+ years of college preferred.
2+ years of contact center experience preferred.
College degree preferred.

Responsibilities

Demonstrates ability to work in accordance with the SaviLinx Guiding Principles.
Coordinates claims electronically and via telephone both in English and Portuguese.
Handles eligibility inquiries both in English and Portuguese and all lines of business.
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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