What are the responsibilities and job description for the Customer Service Representative position at Benecard Services Inc.?
Under the direction of Call Center leadership, a Customer Service Representative is primarily responsible for handling incoming telephone calls and making outbound calls as needed. A Customer Service Representative may also be required to handle e-PA, e-mail and facsimile inquiries as needed and will have to meet established productivity and quality objectives.
Initial training is 10 – 12 weeks in duration, Monday – Friday from 8:30 AM – 5:00 PM, work schedule change will be required after completing training.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Respond promptly to all incoming inquiries/issues from pharmacy providers, members, and authorized client representatives.
- Make outbound calls as needed.
- Navigate multiple systems across dual screens and clearly document each call.
- Stay current with new policies and procedures.
- Maintain strong working relationships with co-workers and managers in support of a cohesive team environment.
- Maintain required quality and productivity metrics.
- Be proactive by reporting any repeat complications that may be occurring because of systems, policies, or technological deficiencies.
- Gain timely supervisory assistance in the event the situation requires intervention or investigation beyond normal capacity.
- Treat others with dignity and respect and demonstrate empathy on a regular basis, especially during difficult situations.
- Other duties as assigned.
QUALIFICATIONS
- Three years’ experience in a call center environment, (Must have high school diploma) or equivalent.
- Process oriented, ability to work in a team environment,
- Knowledge of Microsoft Outlook, Excel and Word is preferred,
- Excellent written and oral communication skills are required,
- Demonstrated ability to work and make decisions in a fast-paced environment,
- Demonstrated ability to multi-task,
- Flexible work schedule as needed
- Proven track record of reliability
- Will need to support weekend and possible second shift work.
We are an equal opportunity employer.