[Hiring] Customer Service Representative @Highmark Health

Role Description

This Customer Service Representative job resolves standard and occasional non-standard customer inquiries, comments, and concerns by applying a seamless and positive customer experience gained through many recurring cycles of on the job work engagement.

This is a Call Center environment type of position. This role supports business Monday - Friday 8:00 AM - 8:00 PM eastern time. Hours and work schedules may vary depending on business needs.

Essential Responsibilities

• Engages with customers in a confident and compelling manner, performing the full range of customer service duties and responsibilities, as assigned.
• Strives to resolve customer concerns in a single interaction via telephone and written communication.
• Responds to a diverse set of customers with an equal level of confidence regardless of the issue at hand.
• Works independently of support from a senior customer service representative, frequently utilizing the knowledge center, answering customer inquiries.
• Routinely responds to customers with in-depth product knowledge achieved through a continuously improving set of listening, analysis, quality focus, problem solving, and documentation skills.
• Consistently exceeds results for internal adherence, quality, efficiency, and inquiry timeliness.
• Resolves standard and frequently non-routine, limited impact, customer inquiries, comments, and concerns with the most limited escalation consistent with company policies and processes.
• Other duties as assigned or requested.

Qualifications

• High School Diploma/GED
• 1-3 years experience in customer service or call center environment
• Comfortable navigating multiple screens and computer systems

Requirements

• 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.
• Multi-tasks with a high level of efficiency while treating every customer as the most important during the interaction.
• Ability to ask effective probing and/or open and closed ended questions for issue resolution.
• Ability to master initial training competencies while demonstrating the ability to learn additional competencies through additional training.
• Ability to de-escalate challenging customer inquiries while delivering necessary information consistent with Company policies and processes.

Benefits

• Pay Range Minimum: $19.66
• Pay Range Maximum: $27.42
• Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.

Company Description

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.