Customer Service Representative, (Part-Time)

Gallagher•Livonia, MI

About The Position

Responsible for providing support services in handling incoming telephone calls, mailings, emails and other forms of electronic communications from our clients and their members participants. Demonstrates professional and effective communications and interactions with callers and their questions or inquires. Handles very sensitive and confidential information that must be entered accurately and appropriately, and then store those documents into our document management systems and proprietary software.

Requirements

High school diploma
A minimum of 1 year of customer service experience.
Strong typing and basic computer skills.
Good verbal communication skills.
Maintains a high level of professionalism with clients and establishes a positive rapport with every caller.

Nice To Haves

Working knowledge of MS systems, i.e., MS Excel, MS PowerPoint, Outlook and MS Word.
Experience in healthcare industry a plus.

Responsibilities

Handles a high volume of inbound calls and participant inquiries with professionalism, accuracy, and empathy.
Provides timely and effective resolutions by following established procedures, scripts, and guidance.
Delivers an exceptional participant experience through clear communication and strong customer service skills.
Accurately addresses questions and concerns while ensuring compliance with company policies and processes.
Demonstrates sound judgment by identifying complex or sensitive issues requiring additional support.
Escalates unusual, complex, or irate caller situations to senior team members when appropriate to ensure prompt resolution.
Maintains a positive, solutions-oriented approach while managing participant expectations and achieving service level goals.
Performs other duties as assigned or as business needs are changed or expanded.