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Customer Service Specialist

1 month ago

Brentwood, United States My Senior Health Plan Full time
Pay Structure: Hourly, Non-Exempt

*THIS IS A NON-COMMISSIONED POSITION

This position is on site at our Brentwood, TN office

This position requires that the employee be present as scheduled and that absences are kept to a minimum.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Prepares kits for mail outs to clients
  • Completes verification/pre-submission calls
  • Checks email accounts throughout the entire day
  • Answering incoming calls and triaging appropriately
  • Providing outstanding customer service to current clients
  • Completing status checks on submitted applications
  • Organizes, files, scans and faxes applications and documents
  • Calling Carriers to obtain information
  • Data entry of incoming leads
  • Application processing
  • Servicing external agents
  • Maintains a sense of urgency with all tasks
  • Maintain an organized workspace
  • Working closely with Administrative Team to continue development
*Performs additional duties or projects as needed by President or Office Manager

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:
  • Analytical - Synthesizes complex or diverse information; Collects and researches data;
  • Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
  • Project Management - Develops project plans; Communicates changes and progress; Completes projects on time.
  • Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills.
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Interpersonal Skills - Focuses on solving conflict; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Participates in meetings.
  • Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively.
  • Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.
  • Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
  • Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically.
  • Organizational Support - Follows policies and procedures.
  • Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process.
  • Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.
  • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives.
  • Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
  • Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
  • Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
  • Adaptability - Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events.
  • Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent. It is a requirement of this position to be punctual as per office schedule
  • Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
  • Initiative - Volunteers readily; Seeks increased responsibilities; Takes independent actions; Looks for and takes advantage of opportunities.
Requirements

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

High school diploma or general education degree (GED) and a minimum of 7 years administrative experience; or Bachelor's degree and a minimum of 3 years of administrative experience.

COMPUTER SKILLS:

To perform this job successfully, an individual should have knowledge of Database software; Internet software; Spreadsheet software and Word Processing software.

OTHER SKILLS AND ABILITIES:
  • An eagerness to learn and build an understanding of the senior health insurance plans offered.
  • High energy, positive attitude, attention to detail and very dependable.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 50 pounds.

Salary Description

$20/hr-$24/hr