Customer Service Representative

Job Summary

The Customer Service Representative (CSR) answers inbound calls from members and providers, inputs data, and provides a high level of customer service always extending courtesy and professionalism. The CSR handles inbound customer service inquiries and problems via the telephone and email while effectively recording communications accurately and consistently. Calls are predominantly routine , but may require deviation from standard screens, scripts and procedures. CSRs use a computerized system for tracking calls, information gathering, and/or troubleshooting and may assess needs, explain programs and suggest/promote alternative products or services.

Essential Job Functions

• Identify, evaluate and prioritize caller needs, questions and concerns.
• Formulate plans of resolution and respond appropriately and efficiently.
• Maintain and restore customer satisfaction and partner with other teams as needed.
• Perform problem analysis, problem determination and recommended resolutions to the callers in accordance with standard protocol.
• Proactively educate caller on program benefits.
• Meet or exceed established call center metrics, attendance standards and quality levels.
• Use computer tools to accurately process and document information.
• Develop rapport with callers and appropriately adjust communication style.
• Provide accurate information about Sharecare programs and services.
• Escalate issues internally and follow up on escalated issues.

Qualifications

• High School Diploma
• Prior experience in a customer service related field preferred.
• Great communication skills
• Must be able to multi-task
• General working knowledge of Microsoft Word & Outlook
• Computer keyboard proficiency and internet navigation skills required
• Have the ability to work effectively with others in a team environment
• Ability to thrive in a fast-growing always changing environment