Customer Service Representative

4 days ago

Chicago, Illinois, United States OpTech Full time
OpTech: A Woman-Owned Company Committed to Excellence

At OpTech, we value your ideas, encourage your growth, and have your back. Our company offers a unique work environment that prioritizes your well-being and career development.

Job Title: Customer Service Advocate I

This role is a key part of our customer service team, responsible for resolving inquiries, issues, or concerns for members and/or providers in a timely, accurate, and personalized manner.

Responsibilities:
  • Receive and respond to routine member and/or provider inquiries, requests, and/or concerns in an accurate and timely manner.
  • Mitigate and prevent complaints from being escalated to resolve in initial contact.
  • Serve as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns.
  • Resolve basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution.
  • Maintain performance and quality standards based on established contact center metrics.
  • Provide customer service in a high-pace contact center environment over the phone, via live chats, and emails.
  • Document all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.
  • Remain up-to-date and adhere to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance.
  • Perform other duties as assigned.
  • Comply with all policies and standards.
Day-to-Day Responsibilities:
  • SC will have 3 days of visits and 2 days of documentation weekly.
  • SC will have a caseload and work assigned tasks.
  • SC will complete H2060 assessment.
  • SC will fill out required forms for each assessment.
  • SC will make follow-up calls.
Qualifications:
  • Required Skills/Experience:
    • Call Center
    • Customer Service
    • Problem Solving Skills
  • Software Skills Required:
    • Basic understanding of Word, Excel, Outlook, and Teams
  • Preferred Skills/Experience:
    • Close attention to detail
    • Ability to work with 4 or more Systems simultaneously
  • Education/Experience:
    • High School Diploma or GED
    • Entry-level position typically requiring little or no previous experience
    • Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope, and skill reflective of the level of this position
    • Experience interacting and multitasking using multiple systems and programs simultaneously preferred

OpTech is an equal opportunity employer and is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, status as a parent, disability, age, veteran status, or other characteristics as defined by federal, state, or local laws.

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