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Call Center Customer Service Representative
$39,520 - $39,520/Yr
Rpo Pte Ltd - Woodland, CA
posted 2 months ago
Full-time - Entry Level
Remote - Woodland, CA
Repair and Maintenance
About the position
The Call Center Customer Service Representative serves as the first-line advocate for members and providers, focusing on resolving inquiries, issues, or concerns. This fully remote position requires effective communication across various channels to provide timely and accurate support, ensuring a high level of customer satisfaction in a fast-paced environment.
Responsibilities
- Receives and responds to routine member and provider inquiries, requests, and concerns in an accurate and timely manner.
- Mitigates and prevents complaints from being escalated to resolve in the initial contact.
- Serves as the front-line resolution advocate on various member and provider inquiries, requests, or concerns.
- Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs.
- Maintains performance and quality standards based on established contact center metrics.
- Provides customer service in a fast-paced contact center environment over the phone, via live chats and emails.
- Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications.
- Remains up-to-date and adheres to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance.
- Assists with eligibility information, member benefits, ordering materials, updating demographics, and problem-solving for internal member customer calls.
- Assists with eligibility information, claim status, submission, auth inquiries, escalations, and provider benefits for internal provider customer calls.
- Performs other duties as assigned.
Requirements
- 1+ years of recent call center customer service experience.
- Strong typing skills (40 WPM, 60 WPM preferred).
- Proficient in Microsoft Office (Excel, Word, Outlook).
- Ability to multitask and navigate multiple systems/monitors.
- High school diploma or GED required; proof of highest completed education must be provided.
Nice-to-haves
- Bachelor's degree or associate's degree.
- Medical terminology knowledge, including diagnosis codes.
Benefits
- Health insurance
- Dental insurance
- 401(k)
- Paid time off
- Vision insurance
- Flexible schedule
