Customer Service Rep I

Position summary:  Evening Shift offers a 10% differential for hours between 7:00pm and 10:00pm.

The Customer Service Representative I will be part of a team responsible for the support of the CMS CCO Programs.

Essential Duties and Responsibilities: 

Job duties include the following: (Other duties may be assigned.)

Upon completion of training, the CSRs can perform the following types of duties:

• Utilize standard technology such as a telephone, e-mail, and web browser.
• Navigate the appropriate pre-scripted responses which they must read verbatim to provide basic general and claims specific information.
• Follow established and documented policies and standard operating procedures, such as, filling out timesheets and adhering to privacy rules.
• Assist caller with filling out online application and submitting it electronically to plan provider for processing.
• Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read by the CSR to the caller.
• Refer calls as required to Customer Service Representative II.

• Attendance and punctuality are essential functions of this position.
• Ability to pass national and local criminal background check.

Skills:

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking - Talking to others to convey information effectively.
• Instructing - Teaching others how to do something.
• Troubleshooting - Determining causes of operating errors and deciding what to do about it.
• Time Management - Managing one's own time.

Attributes:

• Oral Expression - The ability to communicate information and ideas in speaking so others will understand
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences
• Written Expression - The ability to communicate information and ideas in writing so others will understand
• Written Comprehension - The ability to read and understand information and ideas presented in writing
• Speech Clarity - The ability to speak clearly so others can understand you

• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations make improvements or take corrective action

Evening Shift offers a 10% differential for hours between 7:00pm and 10:00pm.

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Work is primarily sedentary.
• Available for work from 0700 to 1900

Education and Experience:

• High School diploma or equivalent required.
• Minimum 6 months customer service/secretarial/telemarketing experience required.
• Must be able to speak and read English clearly, professionally and fluently.
• Must be able to type a minimum of 20 WPM.
• Experience working with a PC and the Windows operating system is required.
• Ability to effectively work within established contractual turnaround times required.
• Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks.
• Proven ability to work as a member of a team is required.
• All CCO personnel will be required by contract to undergo program update training as the program changes.
• May be required to work holidays. Overtime may be required.