Client: Health insurance company
Title: Customer Support 1
Location: Remote
Rates: $16-17/hr
Duration: 3+ Months

JOB DESCRIPTION:

• With general supervision, ensure accurate, timely, and efficient customer support. Respond to customer inquiries in a manner that supports the achievement of goals.

Essential Functions:

• Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners; inquiries may range from telephone, in person, or via the internet/e-email.
• Contingent on the Line of Business (LOB), requires in-depth knowledge in the following areas:
  
  • Prescriptions, Plans, Products, Services, and Procedures
  • Online purchasing & e-Commerce knowledge
  • Internet knowledge
  • Payment processing/payment collections
  • Eligibility verification
  • Order Status, Shipping Status, and Stock Availability
• Accurate completion of necessary documentation, letters, and forms processing.
• Quality Assurance testing for company software.
• Research and resolve issues/complaints and determine appropriate resolution(s).
• Solve problems and assist with issues that may not fit the “cookie-cutter” solution.
• Effectively educate and influence customers and prospective customers on the value and benefits that the company offers through its products, services, and solutions.
• Identify customer trends and communicate to appropriate business partners, leaders, and divisions; suggest necessary corrections, changes, or solutions; appropriately elevate situations that could have organization-wide impacts.
• Effectively maintain specific line of business Customer Service standards and support level standards.
• Remain current on all changes to Customer Service policy, procedures, and product/services/solutions information to respond to customer inquiries accurately and consistently.
• Contingent on the LOB, may require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information to attendees; available for occasional overnight travel.
• Contingent on the LOB, may support Sales Representatives for any inquiry related to their customer orders.
• Contingent on the LOB, may be the first point of contact for Sales Representatives, not related to customer orders.
• Contingent on the LOB, may process claims based on business needs and workflow fluctuations.

Job Specifications:

• Typically has the following skills or abilities:
• One to two years of customer service experience in handling moderate to complex customer inquiries in call center, insurance, manufacturing, software, telecommunications, retail, or eyewear industries.
• Available to work any shift, including weekends, holidays, and/or overnight.
  Demonstrated internet knowledge and understanding of basic internet browser settings.
• Demonstrated ability to work with multiple software programs, simultaneously.
  Working knowledge of MS Office package.
• Effective verbal communication skills to prioritize multiple tasks and to be available for incoming calls and inquiries.
• Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made.
• Excellent interpersonal and rapport-building skills.
• Ability to ask appropriate and relevant questions to identify customer needs.
• Proven problem-solving, negotiations, and decision-making skills.
• Ability to use appropriate discretion and judgment in applying customer/call handling guidelines.
• Ability to listen, process transactions and interact with customers simultaneously in a fast-paced environment.
• If this position acts as a third-party administrator (TPA) for processing payments, then candidates will be subject to a credit check.