Customer Service Representative

2 weeks ago

Boise, United States Robert Half Full time
Job DescriptionJob DescriptionWe are in search of a Customer Service Representative to join our team in Boise, Idaho. The role involves processing customer applications, maintaining customer records, and resolving customer inquiries. You will be responsible for monitoring customer accounts and taking appropriate action, providing phone support for routine, escalated, or complex situations.

Responsibilities:

• Provide comprehensive, timely, and accurate customer support via telephone, email, and other methods in a high-volume environment.
• Handle a wide range of customer questions including general insurance enrollment, non-financial assistance eligibility, making enrollment changes, and other insurance-related topics.
• Conduct detailed data entry of contact with customers in our computer systems.
• Manage challenging or emotional customer situations and respond promptly to customer inquiries.
• Leverage our technology platform to review relevant customer information and resolve customer concerns or questions.
• Troubleshoot technical issues based on a strong understanding of process, policy, and systems.
• Carry out research as necessary to effectively resolve customer situations.
• Support our carrier appeals process, carrier reconciliations, and renewal of eligibility for non-financial assistance.
• Process enrollment discrepancies and perform manual verifications or reconciliations.
• Answer inbound calls and perform data entry as needed.• Proficiency in answering inbound calls, demonstrating excellent communication and problem-solving skills.
• Ability to perform data entry tasks with high accuracy and speed.
• Exceptional interpersonal skills, with the ability to handle customer queries and complaints professionally.
• A minimum of a high school diploma, or equivalent, is required.
• Previous experience in a customer service role is highly desirable.
• Strong computer skills, including proficiency with Microsoft Office Suite and CRM software.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced environment, managing multiple tasks simultaneously.
• Comfortable working in a team setting, as well as independently.
• Willingness to work in shifts, including weekends and holidays.
• Demonstrates a customer-focused attitude, with a commitment to providing exceptional customer service.
• Ability to handle stressful situations calmly and effectively.
• Demonstrates patience and empathy while interacting with customers.
• Strong organizational and time management skills.
• Willingness to learn and adapt to new technologies and procedures.
• Ability to maintain customer confidentiality and handle sensitive information appropriately.

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