Customer Service Representative - Greater Sudbury, Canada - ClaimSecure

ClaimSecure

Verified Company

Greater Sudbury, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Reporting to the Manager, Customer Response Centre, the Customer Response Centre Agent is responsible for answering phone inquiries received from ClaimSecure's plan members, plan sponsors and various Healthcare Providers.

The Customer Response Centre Agent is the primary contact and will be responsible for assisting them with their inquiries in an efficient and accurate manner in order to maintain the established service levels.

A professional company image is to be projected in all customer interactions. A shift and/or shift rotation may be required.

Principal Responsibilities:

Research, identify and resolve customer inquiries using applicable software
Identify and escalate issues according to established policy
Provide product and service information to customers
Research required information using available resources
Route inquiries to the appropriate resources
Document all call information according to standard operating procedures
Recognize, document, and alert the management team of trends in customer inquiries
Follow up customer inquiries where necessary
Complete call logs and reports
Draft and send coverage letters to members
Other duties as assigned
Required to meet an average skill set talk time
Required to handle an average number of calls per day
Required to meet the expected not ready time

Knowledge, skills and experience:

High school diploma or equivalent with other vocational or professional certification
13 years of experience in a call center environment and/or related field (Data entry, health related field)
Knowledge of customer service practices and principles
Excellent data entry and typing skills
Superior listening and verbal communication skills
Ability to handle stressful situations appropriately