Customer Service Rep

2 weeks ago

Madison, United States WebTPA Full time

**Customer Service Rep**

Location Madison, Wisconsin, United States Category Customer Service/Claims Full-time 26299 JOB DESCRIPTION **Job Summary**

The Customer Service Representative is responsible for handling inbound customer calls from both providers and members. They are to ensure that the highest level of service is provided no matter what the question or concern.

Essential Functions

* The essential functions listed represent the major duties of this role, additional duties may be assigned.

* Provide direct client support:

- Answer questions from providers and members about benefits and eligibility, while ensuring communication remains courteous and respectful at all times. Maintain a high accuracy level by providing complete and accurate information at all times.

- Document notes of each call to ensure all information is saved correctly.

- Abide by all Customer Service Goals as set by the Manager of the department.

- Ensure adherence of Customer Service metrics:

Average monthly After Call Work (AUX) time

Average monthly hold time

Average monthly staff time

Average monthly talk time

Average monthly quality

(90%)

* Handle call backs and escalations:

- Escalate calls to the necessary department when appropriate.

- Make callbacks to customers as needed. (10%)

Required Work Experience

0-1 years related work experience. Experience Details: of inbound call center experience in the health insurance industry.

Required Management Experience

No supervisory/management experience required

Required Education

High school diploma or GED

Additional Required Qualifications

Excellent verbal and written communication skills are required.

Qualified candidates should have a professional phone voice.

Must possess good, basic computer and typing skills.

Able to demonstrate proficiency in Microsoft Office (specifically Word, Excel and Outlook)

General Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive and equitable culture for our employees and communities.

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