Job Information
Massachusetts Employer Customer Service Agent II in Lawrence, Massachusetts
WORK FROM HOME! OUR GUIDING PRINCIPLES: Make every interaction Count Act with Respect and Integrity Demonstrate Passion for Continuous Improvement Be Worth of Trust from all Stakeholders OVERVIEW: The Customer Service Representative II (Phones) provides superior customer service in a contact/call center/help desk environment for a specific contract in support of a customer with high demands for privacy, confidentiality, precision, advanced,technology and customer service skills.This is a work from home position. DUTIES: Demonstrates ability to work in accordance with the companies Guiding Principles. Coordinates claims electronically and via telephone. Handles eligibility inquiries and all lines of business. Meets established goals for call center metrics in Service Level Agreement (SLA) goals and Quality. Ensures first call resolution through problem solving and effective call/email/chat handling. Meets demands for privacy, confidentiality, precision. Documents all customer information, communications in Customer Relationship Management (CRM) system. Maintains a working knowledge of our clients? requirements using a Knowledge Base. Provides mentoring, training, and development to other CSRs as needed. EXPECTED WORKDAYS/ HOURS: This position requires full, flexible availability, although will generally be M-F 8-5. REQUIREMENTS: 2+ years of college preferred. 2+ years of contact center experience preferred. High school diploma or equivalent required. 18 years of age or older Time management skills and the ability to work independently are essential for this role. Excellent organizational, written and oral communication skills. Computer proficiency with the ability to navigate between multiple computer screens/programs while talking with the customer Customer service oriented (empathetic, responsive, patient, and conscientious) Must have experience with maneuvering electronic data between various environments. College degree preferred. OTHER DUTIES: Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice. (\$16/hr + \$1/pay for performance) Work form home with equipment provided This is a partial job description. Please contact our recruiter for more details. Please contact our recruiters for more details.