CSR II Phones ($18.50/hr + $1/pay for performance, Remote)

SaviLinx • Nashua, NH

12d • $19 - $20 • Remote

About The Position

The Customer Service Representative II (Phones) provides customer service in a contact center, call center, or help desk environment for a specific contract supporting a customer with high demands for privacy, confidentiality, precision, advanced technology, and customer service skills. This is a work-from-home position.

The role coordinates claims electronically and by telephone, handles eligibility inquiries across all lines of business, and works to meet call center Service Level Agreement and quality goals. The representative aims to resolve issues on the first contact, documents customer information and communications in the Customer Relationship Management (CRM) system, and maintains knowledge of client requirements through a Knowledge Base. The position may also provide mentoring, training, and development to other customer service representatives as needed. It has no supervisory responsibilities.

Full, flexible availability is required, although the typical schedule is Monday through Friday, 8 a.m. to 5 p.m. The listed compensation is $18.50 per hour, plus $1 per hour for performance.

Requirements

• High school diploma or equivalent required.
• Must be at least 18 years old.
• Time-management skills and the ability to work independently.
• Excellent organizational, written, and oral communication skills.
• Computer proficiency, including the ability to navigate multiple computer screens and programs while speaking with a customer.
• Customer-service orientation, including empathy, responsiveness, patience, and conscientiousness.
• Experience maneuvering electronic data between various environments.
• Full, flexible availability.

Nice To Haves

• Two or more years of college preferred.
• Two or more years of contact center experience preferred.
• College degree preferred.

Responsibilities

• Demonstrate the company’s guiding principles.
• Coordinate claims electronically and via telephone.
• Handle eligibility inquiries and all lines of business.
• Meet established call center Service Level Agreement goals and quality metrics.
• Promote first-call resolution through problem solving and effective call, email, and chat handling.
• Meet privacy, confidentiality, and precision requirements.
• Document customer information and communications in the Customer Relationship Management (CRM) system.
• Maintain working knowledge of client requirements using a Knowledge Base.
• Provide mentoring, training, and development to other customer service representatives as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED