• Serves as the first-line advocate focusing on resolving inquiries, issues, or concerns for members and/or providers • Leverages a variety of communication channels to provide timely, accurate, and personalized support on routine complaints • Receives and responds to routine member and/or provider inquiries, requests and/or concerns • Maintains performance and quality standards based on established contact center metrics • Provides customer service in a high pace contact center environment over the phone, via live chats and emails • Documents member or provider information and communications for quality and performance tracking

• Serves as the first-line advocate that focuses on resolving inquiries, issues, or concerns for members and/or providers • Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints • Receives and responds to routine member and/or provider inquiries, requests and/or concerns • Mitigates and prevents complaints from being escalated to resolve in initial contact • Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns • Resolves basic problems by communicating the requested information • Maintains performance and quality standards based on established contact center metrics • Provides customer service in a high pace contact center environment over the phone, via live chats and emails • Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications

Role Description As a Customer Service Representative, you will interact with customers to provide information in response to inquiries about products and services. Handle and resolve complaints as needed. - Confer with customers by telephone or by email to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. - Check to ensure that appropriate changes were made to resolve customers' problems. - Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. - Resolve customers' service or billing complaints by performing activities such as exchanging products or services, refunding money, or adjusting bills. - Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers. - Refer unresolved customer grievances to designated departments for further investigation. - Determine charges for services requested, collect deposits or payments, or arrange for billing. - Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments. - Order tests that could determine the causes of product malfunctions. - Obtain and examine all relevant information to assess validity of complaints and to determine possible causes. - Review claims adjustments with appropriate departments, examining parts claimed to be defective, and approving or disapproving claims. - Review insurance policy terms to determine whether a particular loss is covered by insurance. - Compare disputed products or services with original requisitions and information from invoices and prepare invoices for returned products or services. - Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. - Maintain service contracts by scheduling service appointments with customers. - Schedule and coordinate all service/emergency calls as calls are received. - Respond to all messages left overnight. - Other duties as assigned. Qualifications - 6 plus months of experience in customer service-related field. - Microsoft Office skills. - Communication, Written - Ability to communicate in writing clearly and concisely. - Communication, Oral - Ability to communicate effectively with others using the spoken word. - Accountability - Ability to accept responsibility and account for his/her actions. - Customer Oriented - Ability to take care of the customers’ needs while following company procedures. - Working Under Pressure - Ability to complete assigned tasks under stressful situations. - Problem Solving - Ability to find a solution for or to deal proactively with work-related problems. - Detail Oriented - Ability to pay attention to the minute details of a project or task. - Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others. - Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea. - Organized - Possessing the trait of being organized or following a systematic method of performing a task. - Friendly - Ability to exhibit a cheerful demeanor toward others. - Honesty / Integrity - Ability to be truthful and be seen as credible in the workplace. - Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea. - Accuracy - Ability to perform work accurately and thoroughly. - No schedule restrictions.

• Lead, organize, motivate and coordinate the day-to-day workflow activities of associates • Act as a SME for the department to answer procedural questions and assist in resolving complex or escalated issues • Assist with inbound/outbound activity and/or assigned projects • Ensure cooperation and coordination with other departments in the company • Utilize knowledge of team, procedures, trending and call center reporting to recommend process improvements and efficiency gains • Handle highly escalated supervisory type calls and other temporary assignments • Mentor team based on low production or quality results • Oversee training of new hires and associate cross training initiatives, in addition to the creation and facilitation of training as needed.