Senior Customer Service Representative

Summary: The (CSR) Customer Service Representative is responsible for handling customer service inquiries and problems via telephone or internet correspondence. The CSR is often the first contact with members who routinely inquire about their supplemental benefit along with validating for the member that medical updates have been received for future consideration of extension of benefits.

Essential Functions: An important component is guiding our insured members on self-service options such as how to submit a new claim along with explaining contract provisions. Having policy knowledge to answer questions and problem solving ability to resolve issues based on prior phone calls/letters from members, providers and plan sponsors is key in minimizing calls from being transferred to claim analysts. An effective CSR has strong customer service skills demonstrating a balance of sensitivity to customer s along with maintaining accuracy and production standards. Excellent oral and written communication skills along with attention to details. Negotiation ability is essential to being successful in this role as is strong technical skills in working with multiple system platforms. Bi-lingual - Spanish speaking skills are a definite plus! Customer Service experiences in a transaction based environment such as a call centre or retail location preferred. Ability to multi-task to accomplish workload efficiently toggling with several systems. Solid typing, written and verbal skills. Strong Analytical and technical skills. Attention to detail and accuracy.

Qualifications: Customer Service experience in a transaction based environment such as a call centre or retail location preferred. Handles Disability Customer Service Inquiries and problems via telephone, internet or written correspondence. Ability to maintain accuracy and production standards. Handled 70-85 Calls in an 8 hr. Day. Strong oral and written communication skills Problem solving skills. Understanding of Medical terminology.