Customer Service Specialist (Bilingual)

Job Description

Job Description

The Customer Service Specialist works with and reports to the Claims and Customer Service Manager, Miami. The position is located at 75 Valencia Avenue Coral Gables, FL 33134. The person in this position is the first to interact with our customers by answering incoming calls from the customer service and claims call queues. The Customer Service Specialist takes on a wide variety of tasks, all of which involve supporting the company's operations and products. They will be interacting with customers and building and maintaining relationships while providing exceptional customer service. In this role you have the ability, and are strongly encouraged to, advance levels within the department. Each level achieved results in increased pay. Knowledge Checks and minimum qualifications are required for advancement.

JOB DUTIES AND RESPONSIBILITIES : To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Answer incoming calls.
• Identify and document the needs of the customer utilizing all tools available.
• Always demonstrate excellent phone etiquette and use written skills to obtain clear and concise documentation of the customer's inquiry.
• Meet or exceed all performance metrics.
• Be knowledgeable and have a clear understanding of the business processes within MWG including departments, insurance carriers, brokers / agents, and group contacts.
• Route calls to appropriate resources.
• Utilize MWG Administrators Policy Administration Systems to verify eligibility and review members accounts based on the policy assigned.
• Recognize and resolved customer issues by following standard operating procedures and explaining the process to the customer.
• Identify and escalate issues to supervisors.
• Follow up customer calls where necessary and complete the daily assigned voicemails.
• Perform other duties as assigned by the Department Manager.

WORKING ENVIRONMENT REQUIREMENTS :

EXPERIENCE & EDUCATION REQUIREMENTS :

JOB ESSENTIAL REQUIREMENTS :

The following are job functions that an employee must be capable of performing with or without reasonable accommodation.