Customer Service Representative
3 days ago
We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at the American Foreign Service Protective Association. As a key member of our call center team, you will be responsible for providing exceptional service to our customers, addressing their inquiries and concerns, and resolving issues in a timely and professional manner.
Key Responsibilities- Handle incoming calls and correspondence from customers in a call center environment
- Provide accurate and detailed responses to customer inquiries and move issues to a successful resolution
- Service customers regarding benefits, service, and medical care issues
- Process complaints and appeals in accordance with regulations, compliance standards, policies, and procedures
- Request customer address changes, claims inquiries, and portal requests according to established departmental policies and procedures
- Work closely with business partners to resolve customer issues
- Identify and elevate appropriate issues to supervisors/management staff
- Route claims requiring an adjustment to the Plan's administrator and ensure all relevant information needed to reach a successful outcome is provided
- Document all interactions necessary to handle customer issues in an accurate and timely manner
- Follow up with customers as needed to update them on the progress of open issues and the resolution of closed issues in a timely manner
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- High School Diploma or equivalent and a minimum of 3 years of customer service experience in an office environment required
- Attention to detail and problem-solving skills
- Ability to work in a fast-paced call center environment
- Excellent communication and interpersonal skills
- Ability to work independently and as part of a team
The American Foreign Service Protective Association is an Equal Opportunity and Affirmative Action Employer. We are committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. This position is eligible for a $500 Signing Bonus after 90 days of successful completion. The work location will be assigned and/or changed based on business needs and at Management's sole discretion.
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