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nswers telephone calls using an automated system and responds to basic to moderately complex member questions and/or forwards calls to appropriate personnel.
• Researches member calls/inquiries and responds to appropriate parties in accordance with service level agreements (SLAs).
• Records calls in a customer relationship management (CRM) ticketing solution, resolves written member requests/inquiries and updates member history with results of inquiry to include proper documentation.
• Interfaces with team personnel, management, and customers in reference to customer service issues.
• Completes
• Conducts outbound calls to members in response to voicemail inquiries, customer direction or other business needs.
Basic Qualifications
• High school diploma or G.E.D.
• 6 months minimum, prefer one or more years of customer service or other telephone experience
• Experience working with organizational functions and personnel
• Experience working with fax machines, computer software, and telephone technology
• Experience working with and skilled in the use of help desk software
Other Qualifications
• Business and analytical problem solving skills
• Communication skills
• Ability to work independently