Description

Provides exceptional customer service to clients and their employees by handing calls in a timely, accurate and professional manner. Analyzes information and proofreads system entry for accuracy.

• Education equivalent to graduation from high school, supplemented by courses in word processing or the equivalent in related work experience.
• Previous experience in an office environment, preferably in a Call Center. Previous disability and leave management or insurance experience is a plus.
• Strong Customer Service
• Good personal computer skills/typing
• Attention to detail
• Able to work in a high volume environment
• Must be able to work a flexible schedule that may include early morning, evening, weekend, overnight or holiday shifts.

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• Consistently maintains a high level of customer satisfaction by demonstrating a helpful, considerate attitude and a pro-active customer service approach.*
• Enters new claims into the system timely and accurately in adherence to department processes and client specific policies *
• Based on claim details, if unable to respond to a caller's question or concern, the CSR must be able to identify and articulate the caller's issue and escalate the claim to the appropriate team member.*
• Operates a variety of office equipment such as ACD phones, printers, personal computers, fax machines and copiers. As needed, reports system problems to the appropriate person.*
• Keeps abreast of internal and external changes and developments.
• Assists in the training of new employees when needed
• Assists supervisor with various duties.
• Recommends new and/or improved procedures to improve efficiencies.
• Maintains a favorable and positive working relationship with internal and external sources.
• Keeps manager informed verbally and in writing of activities and problems within assigned area of responsibility; refers matters beyond limits of authority to manager.
• Participates in special projects and performs other duties as requested.