CSR II Phones

$33,280 - $33,280/Yr

Savilinx - Lawrence, MA

Full-time

Remote - Lawrence, MA

Administrative and Support Services

About the position

The Customer Service Representative II (Phones) role at SaviLinx involves providing exceptional customer service in a remote contact center environment. The position requires handling customer inquiries, ensuring privacy and confidentiality, and meeting performance metrics. The representative will also mentor and train other customer service representatives as needed.

Responsibilities

• Provide superior customer service in a contact center environment.
• Coordinate claims electronically and via telephone.
• Handle eligibility inquiries across all lines of business.
• Meet established goals for call center metrics in Service Level Agreements (SLA) and quality.
• Ensure first call resolution through effective problem solving and communication.
• Document all customer information and communications in the CRM system.
• Maintain knowledge of client requirements using a Knowledge Base.
• Provide mentoring, training, and development to other CSRs as needed.

Requirements

• High school diploma or equivalent required.
• 2+ years of contact center experience preferred.
• 2+ years of college preferred.
• Excellent organizational, written, and oral communication skills.
• Computer proficiency with the ability to navigate multiple screens/programs while assisting customers.
• Strong time management skills and ability to work independently.
• Customer service oriented with empathy, responsiveness, patience, and conscientiousness.

Nice-to-haves

• College degree preferred.

Benefits

• $16 per hour plus $1 per pay for performance.
• Work from home flexibility.
• Full-time position with a Monday to Friday schedule.