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Customer Service Representative

4 weeks ago

Santa Ana, California, United States Unite Health Share Ministries Full time
About the Role

As a Customer Service Representative at Unite Health Share Ministries, you will play a vital role in delivering exceptional service to our members. You will be responsible for answering phone calls, responding to member inquiries, and resolving issues in a timely and professional manner. This is a challenging role that requires a customer-centric approach, high energy, and a commitment to excellence.

Key Responsibilities
  • Answering phone calls from members and responding to their inquiries and complaints
  • Handling escalated calls and resolving complex member issues
  • Providing outstanding service to identify the source of the issue and work to resolve member inquiries and issues
  • Researching complex issues across multiple databases and working with support resources to resolve customer issues
  • Being responsible for knowing all aspects of health program benefits, including medical and pharmacy
  • Working in an ACD environment and being subject to monitoring of incoming and outgoing calls for quality assurance
  • Identifying, escalating priority issues, and reporting to high-level management
  • Obtaining and evaluating all relevant data to handle complaints and inquiries
  • Handling outbound and inbound calls from external and internal customers
  • Completing call reports, logs, and researching billing issues
  • Recognizing, documenting, and informing the supervisor regarding trends in internal and external customer calls

Requirements
  • High School Diploma / GED (or higher)
  • 6+ months of Call/Contact Center experience
  • 6+ months of Customer Service experience analyzing and solving customer problems

What We Offer
  • Competitive Hourly
  • Health, Dental, Vision, and 403(b) with company match
  • Ability to make important enhancements to the Healthcare industry
  • Great culture where you work with the founders and key stakeholders in a relaxed, but innovative atmosphere