Customer Service Representative – Remote

Role: Customer Service Representative (CSR) responsible for handling inbound calls from members and providers, providing high-quality customer service with professionalism and courtesy.

Key Responsibilities:

• Identify, evaluate, and prioritize caller needs, questions, and concerns.
  
• Formulate and implement resolution plans, ensuring customer satisfaction.
  
• Record communications accurately using computerized systems.
  
• Educate callers on program benefits and promote services when appropriate.
  
• Troubleshoot issues, escalate complex problems, and follow up as needed.
  
• Maintain quality standards, meet call center metrics, and develop rapport with callers.
  

Qualifications & Skills:

• High School Diploma required; customer service experience preferred.
  
• Excellent communication skills and ability to multitask.
  
• Proficiency in Microsoft Word, Outlook, internet navigation, and keyboard skills.
  
• Ability to work effectively within a team and adapt to a dynamic environment.
  

Additional Notes: Ability to handle routine calls, follow protocols, and work collaboratively are essential. The role emphasizes providing accurate information, problem-solving, and maintaining high service standards.