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Customer Support Specialist I
2 months ago
Location: Jackson, MS USA
Position Overview:
The Customer Experience Representative I plays a crucial role in delivering exceptional support and service to our valued members and providers. This position is responsible for addressing inquiries and resolving issues efficiently while embodying the core values of our organization.
Key Responsibilities:
- Handle inbound and outbound communications from members or providers regarding straightforward inquiries.
- Conduct assessments of member satisfaction and participate in relevant surveys.
- Document all interactions with members or providers accurately.
- Maintain a flexible schedule to accommodate operational hours, including potential overtime and weekend shifts.
- Build rapport with customers by responding compassionately and exceeding their expectations.
- Listen attentively to gather pertinent information and identify the needs of members or providers.
- Meet individual performance metrics related to call quality, attendance, and overall objectives.
- Collaborate with various departments to enhance service delivery.
- Take ownership of customer interactions, ensuring timely resolution or follow-up as necessary.
- Assist customers with inquiries related to eligibility, identification cards, and personal information updates.
- Support providers with basic inquiries regarding member eligibility and benefits.
- Maintain professionalism in all communications.
- Familiarity with systems such as Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, and others as required.
Qualifications:
Required Education: High School Diploma or equivalent combination of education and experience.
Required Experience: 0-1 year in customer service or sales roles.
Preferred Education: Associate's Degree or equivalent combination of education and experience.
Preferred Experience: 1-3 years in a similar capacity.
Note: This position is open to all qualified candidates.
Company Overview: Downtown Jackson Partners Inc is committed to providing a competitive benefits and compensation package and is an Equal Opportunity Employer (EOE) M/F/D/V.
