Customer Service Representative

Highmark Health•Washington, DC

1d•Onsite

About The Position

This job resolves standard and occasional non-standard customer inquiries, comments, and concerns by applying a seamless and positive customer experience gained through many recurring cycles of on the job work engagement. The Customer Service Representative engages with customers in a confident and compelling manner, performing the full range of customer service duties and responsibilities, as assigned. They strive to resolve customer concerns in a single interaction via telephone, written, or face to face communication. This role responds to a diverse set of customers with an equal level of confidence regardless of the issue at hand. The representative works independently of support from a senior customer service representative, frequently utilizing the knowledge center, answering customer inquiries. They routinely respond to customers with an in-depth product knowledge achieved through a continuously improving set of listening, analysis, quality focus, problem solving, and documentation skills. The role consistently exceeds results for internal adherence, efficiency, and inquiry timeliness. They resolve standard and frequently non-routine, limited impact, customer inquiries, comments, and concerns with the most limited escalation consistent with company policies and processes. Other duties as assigned or requested.

Requirements

High School Diploma/GED
1-3 years experience in customer service or call center environment
Applies in-depth product knowledge obtained through ongoing cycles of working with routine and non-routine subject matter
Regardless of recurring and routine customer inquiries, comments, and concerns, approaches each and every interaction with superior listening skills
Multi-tasks with a high level of efficiency yet treats every customer as the most important during the interaction so as not to leave the customer with a hurried impression
Ability to ask effective probing and/or open and closed ended questions that will help in issue resolution in a conversational manner with customers, using verbal clues and system tools to develop tailored recommendations for the customer
Ability to master initial training competencies while demonstrating the ability to learn additional competencies through additional training
Ability to de-escalate challenging customer inquiries, comments, and concerns while delivering necessary information consistent with Company policies and processes
Compliance with the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
Compliance with HIPAA as described in the Notice of Privacy Practices and Privacy Policies and Procedures.
Compliance with all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.
Compliance with the company’s Code of Business Conduct, including adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Nice To Haves

None

Responsibilities

Engages with customers in a confident and compelling manner, performing the full range of customer service duties and responsibilities, as assigned.
Strives to resolve customer concerns in a single interaction via telephone, written, or face to face communication.
Responds to a diverse set of customers with an equal level of confidence regardless of the issue at hand.
Works independently of support from a senior customer service representative, frequently utilizing the knowledge center, answering customer inquiries.
Routinely responds to customers with an in-depth product knowledge achieved through a continuously improving set of listening, analysis, quality focus, problem solving, and documentation skills.
Consistently exceeds results for internal adherence, efficiency, and inquiry timeliness.
Resolves standard and frequently non-routine, limited impact, customer inquiries, comments, and concerns with the most limited escalation consistent with company policies and processes.
Other duties as assigned or requested.