Customer Service Representative

4 weeks ago

Juneau AK USA, United States Highmark Health Full time
Job Summary

This role is responsible for delivering exceptional customer experiences through seamless and positive interactions. The ideal candidate will possess a strong ability to engage with customers, resolve inquiries, and provide tailored solutions.

Key Responsibilities
  • Engage with customers in a confident and compelling manner, performing a range of customer service duties and responsibilities.
  • Strive to resolve customer concerns in a single interaction via telephone, written, or face-to-face communication.
  • Respond to a diverse set of customers with an equal level of confidence, regardless of the issue at hand.
  • Work independently, utilizing the knowledge center and answering customer inquiries.
  • Routinely respond to customers with in-depth product knowledge, achieved through continuously improving listening, analysis, quality focus, problem-solving, and documentation skills.
  • Consistently exceed results for internal adherence, efficiency, and inquiry timeliness.
  • Resolve standard and frequently non-routine, limited impact, customer inquiries, comments, and concerns with the most limited escalation consistent with company policies and processes.
Requirements
  • High School Diploma/GED
  • 1-3 years experience in customer service or call center environment
Preferred Qualifications
  • None
Skills
  • Applies in-depth product knowledge obtained through ongoing cycles of working with routine and non-routine subject matter.
  • Approaches each interaction with superior listening skills, regardless of recurring and routine customer inquiries, comments, and concerns.
  • Multi-tasks with a high level of efficiency, treating every customer as the most important during the interaction.
  • Ability to ask effective probing and/or open and closed-ended questions to help in issue resolution in a conversational manner with customers.
  • Ability to master initial training competencies while demonstrating the ability to learn additional competencies through additional training.
  • Ability to de-escalate challenging customer inquiries, comments, and concerns while delivering necessary information consistent with Company policies and processes.
Language Requirement

None

Travel Requirement

0% - 25%

Physical, Mental Demands, and Working Conditions

Office-based

Teaches/Trains others regularly

Rarely

Travels regularly from the office to various work sites or from site-to-site

Does Not Apply

Works primarily out-of-the office selling products/services (Sales employees)

Does Not Apply

Physical Work Site Required

No

Lifting up to 10 pounds

Rarely

Lifting 10 to 25 pound

Rarely

Lifting 25 to 50 pounds

Rarely

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