Customer Service Representative

3 months ago

San Diego, United States Kelly Services Full time
Job DescriptionJob DescriptionThe Opportunity
Description

We're looking for a Customer Service Representative, working in the Insurance industry in San Diego, California, 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.
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
Company DescriptionKelly Services has provided workforce solutions to customers in a variety of industries throughout its history. Kellys range of workforce solutions and geographic coverage has grown steadily over the years to match the needs of our customers. Kellys traditional expertise began with office services, call center, light industrial, and electronic assembly staffing. Today, Kelly also offers a comprehensive array of outsourcing and consulting services for its customers, including recruitment, human resource management, vendor management, and outplacement services on a global basis.

Kelly has evolved from a United States-focused company concentrating primarily on traditional office services into a global workforce solutions leader with a breadth of specialty businesses. Kelly assigns professional and technical employees in the fields of finance and accounting, education, engineering, information technology, law, science, and healthcare. Kelly is the worlds largest scientific staffing provider and it ranks among the leaders in IT, engineering, and financial staffing.Company DescriptionKelly Services has provided workforce solutions to customers in a variety of industries throughout its history. Kellys range of workforce solutions and geographic coverage has grown steadily over the years to match the needs of our customers. Kellys traditional expertise began with office services, call center, light industrial, and electronic assembly staffing. Today, Kelly also offers a comprehensive array of outsourcing and consulting services for its customers, including recruitment, human resource management, vendor management, and outplacement services on a global basis.\r
\r
Kelly has evolved from a United States-focused company concentrating primarily on traditional office services into a global workforce solutions leader with a breadth of specialty businesses. Kelly assigns professional and technical employees in the fields of finance and accounting, education, engineering, information technology, law, science, and healthcare. Kelly is the worlds largest scientific staffing provider and it ranks among the leaders in IT, engineering, and financial staffing.

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