[Hiring] Customer Service Representative @Premera Blue Cross

Role Description

This role involves providing customer service support as a Customer Service Representative II (CSR II) at Premera.

• Accountable for inbound and/or outbound phone-based customer service; provides first call and/or email resolution.
• De-escalate calls and provide caller education through clear and accurate exchange of information.
• Follow-up, resolve, and document issues in a timely manner.
• Route inquiries needing further investigation into the appropriate department and conduct routine research as needed.
• Work with highly sensitive information while maintaining HIPAA and Personal Protected Information (PPI) requirements.
• Independently research and analyze complex situations, navigate multifaceted systems, and interpret diverse resources to develop informed solutions.
• Perform with reliable and consistent behaviors that align to Premera's values, performance goals and metrics, and attendance.
• Work independently and as part of a team to resolve member needs.
• Consistently uphold confidentiality and organizational values in all calls and written communications.
• Other duties as assigned.

Qualifications

• High School Diploma or GED.
• Two years of customer service experience in related fields.
• Ability to defuse conflict and address customer concerns effectively with empathy and respect.
• Demonstrated recent experience with Microsoft Office Suite or equivalent software platforms.
• Demonstrated ability to accept constructive feedback and adapt work practices accordingly.
• Ability to adapt communication style to broad audiences.
• Ability to work a variety of shifts based on quality metrics.

Requirements

• 12 months of customer service experience.
• Ability to work independently and as part of a team.
• Ability to maintain confidentiality and organizational values.

Benefits

• Set schedule with consistency – Monday through Friday, 8-hour shift between 5 a.m. and 8 p.m. Pacific Time.
• Twelve weeks of paid virtual training (100% attendance required).
• Work from home, full time (40-hour week).
• One-time pre-tax allotment of $500 towards home office furniture upon successful graduation of training.
• Comprehensive benefits package including employer matched 401k, pension equity plan, and healthcare benefits starting day one.
• Generous PTO policy in addition to 8 paid days off a year plus two floating holidays.
• Tuition assistance for both undergraduate and graduate level classes.
• Opportunities for RISE recognition, Premera's employee recognition program.
• A nationally recognized workplace as one of the best companies to work for.

Physical Requirements

• This is primarily a sedentary role requiring the ability to exert up to 10 lbs. of force occasionally.
• Ability to keyboard, communicate, and receive detailed information through verbal communication clearly and understandably.

Equal Employment Opportunity/Affirmative Action

Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to protected characteristics under applicable law.

Salary Range

The salary range for this role is $38,500.00 - $57,800.00, with discussions about compensation encouraged during the interview process.