Copy of CUSTOMER SUPPORT REP

BRMS•Folsom, CA

21h•$20 - $24•Onsite

About The Position

The Customer Support Representative (CSR) provides a high level of customer service in a call center environment. As the first point of contact for our members, the CSR provides effective problem resolution by combining technical knowledge with unsurpassed relational skills in order to “delightfully satisfy” our customers.

Requirements

Ability to provide effective leadership in all aspects of position.
Excellent written and verbal communication skills.
Must be dependable and maintain excellent attendance and punctuality
Strong analytical skills and problem-solving skills.
Subject-matter expert within field.
Ability to keep up with changes in information to Plan documents in order to quote benefits correctly.
Ability to grow with changing demands of the position and the company.
Proficient computer skills in Microsoft Office Suite
Inbound Call Center experience or Medical and/or Insurance experience or a 4 year degree.
Ability to read, speak, and write effectively in English.
Ability to interpret documents such as safety rules, memos, letters, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before customers or employees of organization.
Ability to effectively address or resolve customer service issues within guidelines of the position.
Ability to add and subtract, multiply and divide with 10's and 100's.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.

Nice To Haves

Call center experience in a medical/benefits environment highly preferred.
Medical/Benefits Experience highly preferred.
UR/Claims/COBRA/FSA/Eligibility Experience preferred.

Responsibilities

Answers telephone calls using the proper greeting.
Listens to client’s issues and clarifies the question or problem the client needs to find a resolution.
Provides information necessary to resolve client’s inquiry or problem.
Explains information in layman’s terms so that the client understands the information.
Demonstrates a high degree of empathy and applies customer service techniques to de-escalate situations where the caller is extremely upset.
Processes routine insurance changes such as adding dependent(s) or spouse, changing a doctor, and change of address.
Researches appropriate documents such as Summary Plan Documents to quote benefit correctly.
Researches information regarding claims.
Logs all details into the system using proper notation during the call.
Maintains a high degree of confidentiality and conforms to all applicable HIPAA provisions.
Maintains excellent attendance and punctuality and adheres to schedule.