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Customer Service Representative
3 months ago
*Description:*
The Customer Service Representative is responsible for communicating over the phone with insureds, agency personnel, claimants, providers, vendors, and any other callers with questions related to the Company's products and services
Will be assigned to 1 of 2 teams within the call center group:
Policy Services- Average 70+ calls a day
Handles contacts primarily from agents, policyholders, claimants and providers. However, the customer service phone number is the primary published phone number so we will receive any variety of caller and will need to identify the best course of action for that call.
Calls involve billing questions including taking a payment, questions about a policy, making changes to a policy, status of a policy and audit.
The goal is to identify if the contact is something Customer Service can handle and resolve the call by completing the necessary action or if it is outside of our authority, direct/transfer the caller to the current department/person.
Claims - Average 60-70 calls a day
Claims calls involve entering new claims and speaking with Claimant, Medical and Service Providers and attorneys looking for status of a claim, payment, and status of a bill.
These calls involve a high level of empathy and strong de-escalation skills
*Skills:*
Customer service, communication and writing skills, call center, CRM, customer support, data entry, email
*Additional Skills & Qualifications:*
Previous high volume call center highly desired
Experience using CRM (Customer Relationship Management) system
Assessment needs to be completed on a computer - a phone or tablet will result in a failed result.
Assessment screens for the following:
1. Internet speed - Must meet requirements of 7mb download/1mb upload
2. Simultaneous Tasks - This simulation measures an individual's ability to perform multiple tasks simultaneously or in rapid succession, access and evaluate information from several sources, manage and prioritize among competing demands, and filter out irrelevant information. This simulation evaluates both an individual's response accuracy and response speed.
Core competencies - 1. Response Effectiveness 2. Processing Accuracy 3. System Navigation
3. Skill Track - SkilTrak uses three simulation-based exercises to assess a participants ability to perform key job tasks. The specific exercises used are determined when the test is taken. These exercises include a data entry exercise, a typing exercise, and an email composition exercise
Core competencies - 1. Data Entry 2. Typing 3. Email Composition
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
