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Customer Service Representative

1 month ago

Tampa, United States Diverse Lynx Full time

Customer Service Representative

Location: Tampa, FL (Onsite)


The Customer Service Rep will provide information to customers in response to complaints, account questions, billing, cancelations, and other queries. This Person will also clarify customer requirements, probe for understanding, use decision-support tools and resources resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking.

Roles & Responsibilities

  • Professionally handle incoming calls from customers and ensure that issues are resolved both promptly and thoroughly
  • Demonstrate patience in all customer interactions, including maintaining a pleasant and professional tone
  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
  • Maintain broad knowledge of client products and/or services
  • Offer additional products and/or services as needed
  • Prepare complete and accurate work including appropriately notating accounts as required
  • Track, document and retrieve information in call tracking database
  • Ensure service delivered to our customer meets contractual Key Performance Indicators (KPIs)
  • Participate in activities designed to improve customer satisfaction and business performance


Qualifications

  • High School Diploma or GED
  • 1 – 3 years’ experience in related field (Health Insurance, Affordable Care Act)
  • Bilingual - Fluent in English and Spanish
  • Strong computer navigations skills and pc knowledge
  • Familiar with Microsoft Office
  • Able to rotate shifts as needed

Thanks