Highmark Health Senior Customer Service Representative in Camp Hill, Pennsylvania

Description

JOB SUMMARY

Handles customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and brokers in a customer service center. Troubleshoots and resolves customer complaints. Ensures that responses to inquiries are completed timely and according to established service and quality standards. May provide subject-matter direction to lower-level representatives.

ESSENTIAL RESPONSIBILITIES

  • Resolves customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner.

  • Prepares adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution.

  • Meets all production, quality, and adherence standards. Attends all required training classes.

  • Elevates issues to next level of supervision, as appropriate.

  • Maintains accurate records, including timekeeping records.

  • Other duties as assigned or requested.

REQUIRED EDUCATION

High School Diploma/GED

Substitutions

No substitutions

EXPERIENCE

Minimum:

  • Generally possesses 5 or more years' related, progressive experience

KNOWLEDGE, SKILLS & ABILITIES

  • Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards

  • Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally

  • Ability to take direction and to navigate through multiple systems simultaneously

  • Ability to maintain composure under stressful and fast-paced conditions

  • Strong written and verbal communication skills

  • Ability to communicate complex information in a simple, customer facing way

REQUIRED LICENSURE

None

PREFERRED LICENSURE

None

TRAVEL REQUIREMENT:

0-25%

LANGUAGE REQUIREMENT ( other than English )?

None

PHYSICAL, MENTAL DEMANDS AND WORKING CONDITIONS

Position Type: Office-Based

Office-Based Positions

An employee in this position works in an office environment. The position frequently requires the employee to communicate effectively with others both inside and outside the workplace (e.g., in person, via telephone, via email). The employee must be able to understand, interpret and analyze data, solve problems, concentrate, and research, use available technological resources and systems (e.g., computers and computer programs), multi-task, prioritize, and meet multiple deadlines to complete essential tasks. The employee generally works in a fast-paced and frequently stressful environment, must attend work on a regular and reliable basis as well as adhere to all workplace policies, and may be called upon to work outside regular business hours.

Teaches/Trains others regularly

Occasionally

Physical Work Site Required

No

Lifting: up to 10 pounds

Rarely

Lifting: 10 to 25 pounds

Rarely

ADDITIONAL INFORMATION

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies

REQNUMBER: J120892

Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity