Annual Enrollment Customer Service Representative

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

• Successful candidates must demonstrate a strong customer service focus with previous inbound call center experience.
• Analytical skills.
• Excellent listening and probing skills.
• 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.
• Effective verbal and written communication skills.
• Attention to detail and accuracy.
• Positive, helpful approach to problem solving.
• Assignment will be from September 2023 through January/February 2024
• Must Pass Background Check
• Intermediate skills in Microsoft Office Suite including Excel.
• Must Pass Typing and Grammar - 35 words per minute

Responsibilities

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