Lead Customer Service Representative

Description

JOB SUMMARY

This job handles customer inquiries by telephone and / or email and / or in person from individual members, groups, providers and brokers in a customer service center.

Troubleshoots and resolves customer complaints. Ensures that responses to inquiries are completed timely and according to established service and quality standards.

Typically acts as a lead (e.g. provides subject-matter direction to and assists in orienting and training other representatives).

ESSENTIAL RESPONSIBILITIES

• Resolve customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner.
• Prepare adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution.
• Meet all production, quality, and adherence standards. Attend all required training classes.
• Elevate issues to next level of supervision, as appropriate.
• Maintain accurate records, including timekeeping records.
• Other duties as assigned or requested.

EDUCATION

Required

High School Diploma / GED

Substitutions

None

EXPERIENCE

Required

5 years of related, progressive experience

Preferred

None

LICENSES AND CERTIFICATIONS

Required

None

Preferred

None

SKILLS

• Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards
• Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally
• Ability to take direction and to navigate through multiple systems simultaneously
• Ability to maintain composure under stressful and fast-paced conditions
• Strong written and verbal communication skills
• Ability to communicate complex information in a simple, customer facing way

LANGUAGE REQUIREMENT (Other than English)

None

TRAVEL REQUIREMENT

0% - 25%

PHYSICAL, MENTAL DEMANDS AND WORKING CONDITIONS

Position Type

Office-Based

Teaches / trains others regularly

Occasionally

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

Rarely

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

Never

Physical work site required

Lifting : up to 10 pounds

Constantly

Lifting : 10 to 25 pounds

Rarely

Lifting : 25 to 50 pounds

Rarely

Pay Range Minimum : $21.53

$21.53

Pay Range Maximum : $32.30

$32.30

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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