Customer Service Representative, Accident & Health- Franklin, TN.
About The Position
The Customer Service Representative operates as a company representative, answering and documenting incoming contacts and responding to complex calls related to specialized services. The role answers questions about Accident & Health (A&H) and final expense (FE) plans so members can better understand their coverage. It focuses on treating members with respect and kindness, thoroughly answering questions, and supporting customer satisfaction and loyalty. The representative evaluates information to determine appropriate actions for resolving complaints or coordinating service recovery, follows established procedures, and works with relevant teams to resolve issues promptly. The role requires documenting customer correspondence, maintaining confidential patient information, using available tools to retrieve information, and meeting company performance metrics with a first-call-resolution mindset.
Requirements
- At least 6 months of previous call center or customer service experience.
- At least 6 months of experience demonstrating basic computer proficiency, including navigating multiple software applications, using telephone systems, and completing routine computer-based tasks accurately and efficiently.
- Ability to multitask and manage time effectively.
- High school diploma or up to one year of equivalent experience.
Nice To Haves
- Experience with accident and health and whole life insurance.
- Claims experience.
- Working knowledge of problem-solving and decision-making skills.
- Excellent verbal and written communication, active listening, and ability to express information clearly.
- Patience, empathy, and ability to handle difficult customers professionally.
Responsibilities
- Answer and document incoming contacts, determining their nature and responding to complex calls related to specialized services.
- Treat members respectfully and kindly, answer their questions thoroughly, and support customer satisfaction and loyalty.
- Evaluate appropriate data and take action to resolve complaints or coordinate service recovery.
- Follow established procedures to meet customer and member needs and support the company’s brand recognition and competitive advantage.
- Answer questions about Accident & Health and final expense plans to help members understand their coverage.
- Communicate with diverse work units and relevant organizational departments to resolve issues promptly.
- Use available tools to retrieve necessary information.
- Document customer correspondence and maintain confidential patient records.
- Meet company-established metrics and maintain a first-call-resolution mindset.
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- Other resources, based on eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
