Customer Service Representative

5 days ago

Bonita Springs, FL, United States Benecard Services, Inc. Full time

Under the direction of Call Center leadership, a Customer Service Representative is primarily responsible for handling incoming telephone calls and making outbound calls as needed. A Customer Service Representative may also be required to handle e-PA, e-mail and facsimile inquiries as needed and will have to meet established productivity and quality objectives.

Initial training is 10 - 12 weeks in duration, Monday - Friday from 8:30 AM - 5:00 PM, work schedule change will be required after completing training.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Respond promptly to all incoming inquiries/issues from pharmacy providers, members, and authorized client representatives.
  • Make outbound calls as needed.
  • Navigate multiple systems across dual screens and clearly document each call.
  • Stay current with new policies and procedures.
  • Maintain strong working relationships with co-workers and managers in support of a cohesive team environment.
  • Maintain required quality and productivity metrics.
  • Be proactive by reporting any repeat complications that may be occurring because of systems, policies, or technological deficiencies.
  • Gain timely supervisory assistance in the event the situation requires intervention or investigation beyond normal capacity.
  • Treat others with dignity and respect and demonstrate empathy on a regular basis, especially during difficult situations.
  • Other duties as assigned.
QUALIFICATIONS
  • Three years' experience in a call center environment, (Must have high school diploma) or equivalent.
  • Process oriented, ability to work in a team environment,
  • Knowledge of Microsoft Outlook, Excel and Word is preferred,
  • Excellent written and oral communication skills are required,
  • Demonstrated ability to work and make decisions in a fast-paced environment,
  • Demonstrated ability to multi-task,
  • Flexible work schedule as needed
  • Proven track record of reliability
  • Will need to support weekend and possible second shift work.

We are an equal opportunity employer.

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