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Contact Center Customer Service Representative

2 months ago

Milwaukee, United States Manpower Inc Full time
Professional. High Degree of Initiative. Mature Judgement. Self-Motivated.
All these terms make up our Contact Center Customer Service Representative . This position is responsible for executing day-to-day activities and handling client service concerns by maintaining and servicing inbound call activity and emails. Improve persistency and overall client satisfaction by serving as point of contact within sales offices, agencies, and employers.

This job offers you:
  • Business hours: Monday through Friday, 8:00am-5:00pm
  • Competitive wage - $21.00
  • Onsite/Full-Time/Temp to Perm Opportunity
Manpower doesn't stop there. We also offer:
  • MyPath, a college tuition program that offers a free education up to a BS Degree.
  • Skill certification courses specific to Call Center, Accounting and Team Lead roles.
  • Recognition Programs - a time to celebrate YOU and your accomplishments.
  • Weekly paychecks.
  • Health, dental, life insurance benefits as well as stock options.
Interested in learning more about this role?
Minimum Skills and Competencies:
  • Bring your high school diploma or GED equivalent.
  • At least 1 year experience in call center and at least 1 year experience in either the insurance industry or working at a provider's office verifying insurance, medical claims, etc.
Desired Skills:
  • Insurance background is a plus (health and life).
  • Excellent level of communication skills (both written and verbal).
  • Exceptional computer skills, including typing proficiency, multi-tasking between online applications, working knowledge of Microsoft© products (Outlook, Excel, PowerPoint).
  • Advanced customer service skills. Able to handle a wide variety of callers in a professional manner utilizing strong interpersonal skills .
  • Able to process complex time sensitive information from multiple sources, make decisions based on data and to effectively communicate the related required actions to a broad audience .
  • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines .
  • Team oriented ability to provide guidance on process, procedures, and product s.
  • Comfortable with receiving feedback .
You are expected to:
  • Answer inbound ACD calls, manage email correspondence and perform outbound follow-ups .
  • Execute effective resolutions on service needs, including claims, billing, eligibility, licensing, commissions, web access, retention and other customer service needs that arise .
  • Provide a highly personalized member experience dedicated to educating employers, brokers and members on coverage and the tools and resources available to them .
  • Foster a sense of urgency and commitment to achieve goals resulting in the ability to influence the organization to meet and exceed customer expectations .
  • Perform root cause analysis and determine proper course of action .
  • Explain insurance concepts in an easy-to-understand format .
  • Demonstrate strong understanding of all workflows and business processes to execute overall service strategy .
  • Identify areas of process improvement and work with manager and internal organization to improve processes .
  • Meet and exceed individual and team performance goals to improve overall lapse rate and service .