Sandy, Utah
Customer Service Representative Job Opening in Sandy, Utah - SUMMARY
Customer Service Representatives (CSRs) will answer in-bound customer service calls , no sales involved. The CSRs use basic office equipment and technology such as telephones, email, and web browsers to perform their duties. Our system requires training across multiple systems and use of these systems on a daily basis. To provide the best customer service all responses are heavily scripted and must be read word for word.
JOB RESPONSIBILITIES
Answer inbound customer service calls
Navigate to the appropriate pre-scripted responses which they must read verbatim to provide basic general and claims specific information
Follow established and documented policies and standard operating procedures, such as, filling out timesheets and adhering to privacy rules
Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read by the CSR to the caller
Refer calls as required
May be required to work holidays. Overtime may be required
Utilize standard technology such as a telephone, e-mail, and web browser
Assist caller with filling out online application and submitting it electronically to plan provider for processing
Report problems that occur via the online system so they can be addressed by the appropriate parties
Respond to telephone inquiries within the set departmental staffing and time parameters.
Perform other related duties as assigned.
SKILLS AND QUALIFICATIONS
Must be able to type a minimum of 20 WPM
Basic computer knowledge
Ability to navigate multiple screens
Ability to read and comprehend a script
Friendly, empathetic phone presence
Ability to sit and speak for extended periods of time
Proven ability to work as a member of a team is required
Ability to effectively work within established contractual turnaround times required
Must be able to speak and read English clearly, professionally and fluently
Spanish speaking teams available following in-house certification
Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks
Experience working with a PC and the Windows operating system is required
Will be required by contract to undergo program update training as the program changes
EDUCATION AND EXPERIENCE
Minimum 6 months customer experience required
High School diploma or GED equivalent required
Inbound call center experience a plus
Healthcare customer service/call center experience a plus
Equal Opportunity
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