Customer Service Representative

Description

JOB SUMMARY

This job resolves standard and occasional non-standard customer inquiries, comments, and concerns by applying a seamless and positive customer experience gained through many recurring cycles of on the job work engagement.

ESSENTIAL RESPONSIBILITIES

• Engages with customers in a confident and compelling manner, performing the full range of customer service duties and responsibilities, as assigned.
• Strives to resolve customer concerns in a single interaction via telephone, written, or face to face communication.
• Responds to a diverse set of customers with an equal level of confidence regardless of the issue at hand.
• Works independently of support from a senior customer service representative, frequently utilizing the knowledge center, answering customer inquiries.
• Routinely responds to customers with an in-depth product knowledge achieved through a continuously improving set of listening, analysis, quality focus, problem solving, and documentation skills.
• Consistently exceeds results for internal adherence, efficiency, and inquiry timeliness.
• Resolves standard and frequently non-routine, limited impact, customer inquiries, comments, and concerns with the most limited escalation consistent with company policies and processes.
• Other duties as assigned or requested.

EDUCATION

Required

High School Diploma / GED

Substitutions

None

Preferred

None

EXPERIENCE

Required

1-3 years experience in customer service or call center environment

Preferred

None

LICENSES or CERTIFICATIONS

Required

None

Preferred

None

SKILLS

• Applies in-depth product knowledge obtained through ongoing cycles of working with routine and non-routine subject matter
• Regardless of recurring and routine customer inquiries, comments, and concerns, approaches each and every interaction with superior listening skills
• Multi-tasks with a high level of efficiency yet treats every customer as the most important during the interaction so as not to leave the customer with a hurried impression
• Ability to ask effective probing and / or open and closed ended questions that will help in issue resolution in a conversational manner with customers, using verbal clues and system tools to develop tailored recommendations for the customer
• Ability to master initial training competencies while demonstrating the ability to learn additional competencies through additional training
• Ability to de-escalate challenging customer inquiries, comments, and concerns while delivering necessary information consistent with Company policies and processes

LANGUAGE REQUIREMENT (Other than English)?

None

Travel Requirement

0% - 25%

PHYSICAL, MENTAL DEMANDS AND WORKING CONDITIONS

Position Type

Office-based

Teaches / Trains others regularly

Rarely

Travels regularly from the office to various work sites or from site-to-site

Does Not Apply

Works primarily out-of-the office selling products / services (Sales employees)

Does Not Apply

Physical Work Site Required

Lifting up to 10 pounds

Rarely

Lifting 10 to 25 pound

Rarely

Lifting 25 to 50 pounds

Rarely

Pay Range Minimum : $19.27

$19.27

Pay Range Maximum : $26.88

$26.88

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation / gender identity or any other category protected by applicable federal, state or local law.

Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation / gender identity, protected veteran status or disability.

EEO is The Law

Equal Opportunity Employer Minorities / Women / Protected Veterans / Disabled / Sexual Orientation / Gender Identity ()

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