Customer Service Representative
Job ID: BH340518
Category: Customer Service
*The role is virtual for now, but we will be transitioning back to the office before the end of the year, so they should be in, or able to travel to the Alpharetta are.
POSITION SUMMARY: We are looking for a Tier II Benefit Call Center Representative to provide outstanding service to our customers by initiating benefits, answering questions, and handling complaints for Debt Cancellation programs.
The Tier II Benefit Call Center Representative may handle a moderate to high volume of inbound calls and should seek to create a positive experience for each caller.
They will listen to customers to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response which would include initiating benefits, cancelling the protection, and/or answering questions related to a benefit.
To be a successful, you should be customer-focused, detail oriented, and efficient.
? Manage inbound calls in a timely manner.
? Follow communication “scripts” based on client parameters.
? Initiate benefits (claims) and process benefit related transactions.
? Initiate cancellation requests and calculate reimbursement for program fees at the appropriately demonstrated assigned authority level.
? Review and analyze what documentation is needed to process the benefit or cancellation.
? Ability to identify and respond efficiently and accurately to customers and providing solutions and/or alternatives.
? Engage in active listening with the customer, confirming or clarifying information and diffusing situations as needed.
? Ability to maneuver through various systems while engaging with the customer.
? Act as a liaison between the Benefit/Resolution Analysts and customers.
? Document details of customer’s inquiries and/or complaints and the actions taken to resolve their issues in a comprehensible way.
? Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service.
REQUIRED SKILLS AND EXPERIENCE:
? Customer service experience.
? Strong communication and listening skills.
? Ability to multi-task and manage time effectively.
? Writes clearly, concisely and effectively.
? Proficient in Microsoft Office Suites.
? Committed to providing superior customer service.
? Ability to work independently.
? Tasks requires judgment and critical thinking skills.
The Planet Group of Companies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.