Customer Service Representative/Call Center Job at Capital Staffing Solutions
Contract to hire , on-site required
3 shifts between 8 AM - 7 PM
8 weeks of training - Training conducted from 8 AM - 4:30 PM
Bilingual preferred, but not required
Interviews will be conducted remotely via MS Teams
The Customer Service Representative is responsible for handling inbound customer calls from both providers and members. They are to ensure that the highest level of service is provided no matter what the question or concern.
Essential Functions:
The essential functions listed represent the major duties of this role, additional duties may be assigned.
Provide direct client support:
- Answer questions from providers and members about benefits and eligibility, while ensuring communication remains courteous and respectful at all times. Maintain a high accuracy level by providing complete and accurate information at all times.
- Document notes of each call to ensure all information is saved correctly.
- Abide by all Customer Service Goals as set by the Manager of the department.
- Ensure adherence of Customer Service metrics:
- Average monthly After Call Work (AUX) time
- Average monthly hold time
- Average monthly staff time
- Average monthly talk time
- Average monthly quality
Handle call backs and escalations:
- Escalate calls to the necessary department when appropriate.
- Make callbacks to customers as needed.
Required Work Experience:
0-1 years related work experience (inbound call center experience in the health insurance industry)
Education:
High school diploma or GED
Additional Required Qualifications:
- Excellent verbal and written communication skills are required.
- Qualified candidates should have a professional phone voice.
- Must possess good, basic computer and typing skills.
- Able to demonstrate proficiency in Microsoft Office (specifically Word, Excel and Outlook)
Competency:
Places the Customer First
Collaborates
Communicates Effectively
Ensures Accountability
Instills Trust
Nimble Learning
Solves Problems
Understands the Business
Job Types: Full-time, Contract
Pay: $17.86 per hour
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
Schedule:
- Day shift
- Evening shift
Ability to commute/relocate:
- Irving, TX: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Health information management: 1 year (Preferred)
- Call center: 1 year (Preferred)
Work Location: One location
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