Annual Enrollment Customer Service Representative

Customer ServiceRemote, Houston, Texas LaVergne, Tennessee


Description


The Annual Enrollment Client Service Representative provides high quality client and member-focused service using knowledge of plans, products, systems, and procedures to meet or exceed client and member expectations.

Answering questions and resolve issues based on phone calls, e-mails, and internet inquiries from members and clients; access information from a variety of systems and references; and focus on identifying problems and achieving the best solution.

Qualifications:

  • Must be available to work an 8 hour shift anytime between 7:00am - 7:00pm, Monday through Friday.  We will not be able to work around school schedules.
  • Must Pass Typing and Grammar - 35 words per minute
  • Must Pass Background Check
  • Assignment will be from September 2022 through January/February 2023
  • Successful candidates must demonstrate a strong customer service focus with previous inbound call center experience.
  • Effective verbal and written communication skills.
  • Attention to detail and accuracy.
  • Analytical skills.
  • Positive, helpful approach to problem solving.
  • Excellent listening and probing skills.
  • Intermediate skills in Microsoft Office Suite including Excel.

Responsibilities:

  • Answers questions and resolves issues based on phone calls, emails, internet inquiries from members, clients and others while maintaining consistent quality.
  • Research and respond to enrollment issues.
  • Provide problem resolution by effectively communicating with other departments, product vendors, and the participant or client.
  • Receive, distribute and/or own tasks including resolution and appropriate customer support.
  • Effectively document and track contacts with participants, clients and vendors.
  • Ensure all interactions with customers (both internal and external) are professional and courteous.
  • Escalate appropriate referrals, complaints, grievance and appeals according to client requirements.
  • Educate participants, clients and others on self-service options.
  • Assist in preparation of daily, weekly or monthly reports.
  • Update member data including dependents, change of addresses, etc., ensuring data integrity.
  • Completes tasks, generates letters and files associated paperwork.
  • Effectively interact with all team members for purpose of resolving participants' or clients' needs.
  • Special projects and other duties as assigned.