Customer Service Representative
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The Opportunity
Description
We're looking for a Customer Service Representative, working in Insurance industry in Richardson, Texas, United States.- Build rapport and respond quickly to plan participants in a compassionate manner by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email and instant message.
- Customize customer service approach to meet all types of communication styles and personalities while maintaining professionalism and diplomacy during difficult calls.
- Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements.
- Translate health and welfare and pension terms skillfully, complex plan information and processes into simple explanations and instructions that customers can understand and act upon.
- Read and understand client’s plan documents and online knowledgebase tools while collecting relevant information to determine immediate requests/questions and to anticipate the future needs of the member.
- Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information.
- Maintain and document complete and accurate call and case notes in a professional manner
- Participate in team meetings and training.
- Perform other duties as assigned.
Our Client
Our client is a leading provider of comprehensive workforce and outsourcing solutions. With over 70 years of experience, they specialize in offering a wide range of services including consulting, staffing, recruitment, human resource management, vendor management, and outplacement.
Having established a global presence, our client has successfully catered to the needs of numerous Fortune 100 companies. They excel in providing staffing solutions for various sectors such as office services, call centers, light industrial, and electronic assembly.
Their commitment to delivering the highest quality workforce solutions is reflected in their strong reputation. They strive to offer the best opportunities to every candidate and ensure that organizations receive the most suitable workforce. This is achieved through their dedication to exceptional service, teamwork, and unwavering integrity.
Experience Required for Your Success
- High School degree or GED required (Associate or Bachelor’s degree is a plus)
- Experience working in a call center environment
- Knowledge of health and welfare and/or defined benefit pension plans
- Ability to read, write and speak Spanish is a plus
- Excellent ability to communicate effectively using the English language in a customer service setting, including verbal and written communication skills in a grammatically correct way
- Ability to quickly assess member concerns and formulate a response/resolution using analytical and problem solving skills
- Ability to work in a structured environment – adhere to posted work schedule and breaks/lunches, following protocols
- High level attention to detail, multi-tasking, and ability to organize work
- Experience using Microsoft Office with a strong ability to juggle multiple open computer windows to answer questions while on the phone/instant messaging
- Ability to work autonomously in a self-paced, self-motivated team environment
- Must be comfortable working in a virtual environment to include on-line training and interaction with Managers/Supervisors via chat
- Ability to understand and follow oral and written instructions
- Ability to type 30 words a minute
What Do You Think?
Does your experience reflect what it takes to be successful in this role? Do the work and challenges get you excited about what's possible?
