The Customer Service Specialist I will provide outstanding service to our members, providers, and other customers, by answering questions, handling complaints, and communicating information to the appropriate parties to enable timely resolution for concerns.
This position may handle inbound and/or outbound calls and must be able to create a positive experience for each caller.
Supervisory Responsibilities:
None.
Essential Duties and Responsibilities:
Acts as an ambassador of the CCO for callers who may be contacting the Customer Service Center for the first time and/or seeking information regarding enrollment.
Ensures all callers are treated with dignity and respect.
Manages a large amount of inbound and outbound calls in a timely manner while maintaining a personalized approach to each call, to ensure a positive experience for every caller.
Identifies callers’ needs, clarify information, research issues, document all calls in the CRM and assign follow-up to the appropriate party.
Redirects callers to appropriate departments and teams when necessary, providing information as to which department and when possible what team member can assist them.
Documents all conversations in call center database (CRM) in the required format.
Assists with completion of telephonic outreach and administrative/data entry tasks on behalf of various departments within the CCO’s including (but not limited to): Enrollment, Benefits Access, Care Management, IT and Human Resources.
Conducts outbound Member Satisfaction Calls as assigned.
Document all responses and notify the Director of Customer Service of any significant concerns raised.
Responds to any emergency situations that may occur during a call, including contacting 911 if necessary to ensure the safety of a caller.
Reports any allegations of abuse or neglect as reported via the Customer Service Center by members or providers.
Adheres to all company policies and procedures.
Performs other duties as assigned.
Maintains confidentiality.
Must possess a valid Driver’s License from New York, or a contiguous state (i.
e.
, Connecticut, New Jersey, Pennsylvania, and Vermont) OR must have the ability to take ample public transportation to attend meetings in person in the community and in the office as needed.
Required Skills and Abilities:
Clinical Comprehension.
Results Driven.
Decision Making.
Problem Solving/Analysis.
Communication Proficiency.
Organization Skills.
Teamwork Orientation.
Time Management.
Customer/Client Focus.
Education and Experience:
A High School diploma and previous experience in a customer support role e.
g.
call center or other customer support is required.
A bachelor’s degree or associate, preferred.
Bilingual is preferred.
Previous experience in a customer support role.
Experience working with people and families of people with I/DD preferred but not required.
Strong phone and verbal communication skills along with active listening.
Customer focus and adaptability to different personality types.
Ability to multi-task, set priorities and solve issues effectively.
Demonstrate professionalism, respect, and ability to work in a team.
Must possess strong customer service skills.
Physical Requirements:
Prolonged periods sitting at a desk and working on a computer.
Candidates must also have a work environment which will afford privacy and be free of background noise.
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