Customer service representative

Position Purpose

• Respond to customer inquiries via telephone and written correspondence in a timely and appropriate manner.
• Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes utilizing current reference materials and available resources
• Assist members and/or providers regarding website registration and navigation
• May coordinate member transportation and make referrals to other departments as appropriate
• Maintain performance and quality standards based on established call center metrics including turn-around times
• Talks with customers by phone on past accounts and makes appropriate payment arrangements.
• Responsible for managing individual accounts.
• Verifies customer information to maintain account information up to date.
• Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.