REMOTE Customer Service Agent II

$33,280 - $33,280/Yr

Unclassified - Lawrence, MA

Full-time

Remote - Lawrence, MA

About the position

The Customer Service Representative II (Phones) is responsible for providing exceptional customer service in a remote contact center environment. This role requires handling customer inquiries with a focus on privacy, confidentiality, and precision while meeting established service level agreements. The representative will also mentor and train other customer service representatives as needed.

Responsibilities

• Demonstrates ability to work in accordance with the company's Guiding Principles.
• Coordinates claims electronically and via telephone.
• Handles eligibility inquiries and all lines of business.
• Meets established goals for call center metrics in Service Level Agreement (SLA) goals and Quality.
• Ensures first call resolution through problem solving and effective call/email/chat handling.
• Documents all customer information and communications in the Customer Relationship Management (CRM) system.
• Maintains a working knowledge of client requirements using a Knowledge Base.
• Provides mentoring, training, and development to other CSRs as needed.

Requirements

• High school diploma or equivalent required.
• 2+ years of contact center experience preferred.
• 2+ years of college preferred.
• Must be 18 years of age or older.
• Excellent organizational, written, and oral communication skills.
• Time management skills and the ability to work independently are essential.
• Computer proficiency with the ability to navigate between multiple computer screens/programs while talking with the customer.
• Customer service oriented (empathetic, responsive, patient, and conscientious).
• Experience with maneuvering electronic data between various environments.

Nice-to-haves

• College degree preferred.

Benefits

• Work from home with equipment provided.
• $16/hr + $1/pay for performance.