Customer Service Representative

2 weeks ago

West Columbia, United States Magnit Full time

DESCRIPTION:

Position Notes:

  • Not SCA eligible.
  • Training is 8:00 am - 4:30 pm Monday thru Friday, after training the shift will be 9:30 am - 6:00 pm. During the contract, trainees can be assigned any 8-hr. shift between 8:00 am - 8:00 pm. The assigned shift will be 8 hours between the hours of 8 am and 8 pm.
  • Contract ONLY
  • No Interviews
  • Onsite training last about 6-8 weeks with the option to work remote based on performance.
  • Once they are remote, they should live close enough to report to the office if they experience any outages in their home or asked to return onsite to our Percival office. BCBS will provide equipment.
  • We would like everyone to start on the same date. There is only ONE class. there will be no starts after 7/1. No exceptions.
  • Data entry experience, insurance/medical office experience, Microsoft Office experience and the ability to adapt to changes as they arise.
  • We are not looking for candidates who do not have Data entry experience, insurance/medical office experience, Microsoft Office experience or the ability to adapt to changes as they arise.
  • We would like the candidate to have the following soft skills: good communication skills, ability to adapt, multitasking skills, organized, receptive feedback and follows company policies.
  • Our Team is dedicated to training our future Customer Service Advocates to be professional and knowledgeable.
  • Candidates who have planned vacation time or days they will miss training are not placed in this class. The expectation is no time missed during training.

Job Title: Customer Service Advocate I

Duties:

  • Provides prompt, accurate, thorough, and courteous responses to all customer inquiries. Performs research as needed to resolve inquiries.
  • 65% Ensures effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries. Accurately documents inquiries.
  • 15% Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, research and/or assists with priority inquiries and special projects as required by management.
  • 10% Provides feedback to management regarding customer problems, questions, and needs. Maintains accurate records on complaints and/or other customer comments and makes recommendations for changes to management. Follows through on complaints until resolved or reports to management as needed.
  • 5% Maintains basic knowledge of quality work instructions and company policies. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintains all departmental productivity, quality, and timeliness standards.
  • 5% Identifies and promptly reports and/or refers suspected fraudulent activities and system errors to the appropriate departments.

Skills:

  • High School Diploma or equivalent - Associate degree preferred.
  • 2 years-of customer service or call center experience.
  • Excellent verbal and written communication skills. Strong human relations and organizational skills. Ability to handle high stress situations. Good judgment skills. Strong customer service skills. Ability to learn and operate multiple computer systems effectively and efficiently.
  • Required Software and Other Tools: Basic computer operating skills. Standard office equipment.
  • Preferred Software and Other Tools: Knowledge of word processing, spreadsheet, and database software.

This is the pay range that Magnit reasonably expects to pay someone for this position is $11.63/hour - $15.50/hour. Benefits: Medical, Dental, Vision, 401K (provided minimum eligibility hours are met).

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