Highmark Health Senior Customer Service Representative in Camp Hill, Pennsylvania
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.
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.
High School Diploma/GED
- 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
LANGUAGE REQUIREMENT ( other than English )?
PHYSICAL, MENTAL DEMANDS AND WORKING CONDITIONS
Position Type: Office-Based
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
Physical Work Site Required
Lifting: up to 10 pounds
Lifting: 10 to 25 pounds
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
Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity