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) is responsible for delivering exceptional customer service in a contact center environment, specifically tailored to meet the needs of a client with high standards for privacy and precision. This role involves handling customer inquiries, coordinating claims, and ensuring first call resolution while maintaining confidentiality and quality standards. The position is remote and requires flexible availability, typically Monday through Friday from 8 AM to 5 PM.

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 Agreement (SLA) and Quality.
• Ensure first call resolution through effective problem solving and communication.
• Document all customer interactions in the Customer Relationship Management (CRM) system.
• Maintain knowledge of client requirements using a Knowledge Base.
• Mentor and train other Customer Service Representatives as needed.

Requirements

• High school diploma or equivalent required.
• 2+ years of contact center experience preferred.
• 2+ years of college preferred.
• Must be 18 years of age or older.
• 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.
• Experience with maneuvering electronic data between various environments.

Nice-to-haves

• College degree preferred.

Benefits

• $16/hr + $1/pay for performance