Service Center Representative Job Description

Service Center Representative Job Description

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Service center representative provides information to MID Specialty clients, members, pharmacies and physicians about benefit plan restrictions, member eligibility, prior authorization requirements, and other PBM functions as specified by health plan sponsors.

Service Center Representative Duties & Responsibilities

To write an effective service center representative job description, begin by listing detailed duties, responsibilities and expectations. We have included service center representative job description templates that you can modify and use.

Sample responsibilities for this position include:

Manage the effective resolution of customer issues
Perform various tasks, special projects and other duties as assigned
Process Service Requests (create, update, close, queue, fax, e-mail ) in a timely fashion
Initiates recommendations and coordinates continuous improvement of inefficient internal processes and procedures – includes streamlining of processes that are cost effective and meet user requirements between major stakeholders and HR
Under management's guidance will participate in outbound calling efforts during high priority card compromise events
Responding to basic routine customer inquiries via phone & email using scripted responses
Communicating clearly and concisely, via phones & email
Handling diverse and sensitive issues for dissatisfied customers
Utilizing multiple databases, internet and email to retrieve data, communicate and document calls
Facilitates and follows up any sales inquires

Service Center Representative Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Service Center Representative

List any licenses or certifications required by the position: PHR, CPP, FPC, CPR, HDI, P2, ASE

Education for Service Center Representative

Typically a job would require a certain level of education.

Employers hiring for the service center representative job most commonly would prefer for their future employee to have a relevant degree such as Associate and Bachelor's Degree in Education, Associates, General Education, Human Resources, Business, Military, Business/Administration, Communication, Graduate, Technology

Skills for Service Center Representative

Desired skills for service center representative include:

Medical terminology
Windows based computer environment
Avoiding regulatory violations that can result in monetary
Civil penalties to the employee and SSM Health Care
Governmental Rules and Regulations
Disability plan eligibility
Defined Contribution and Defined Benefit retirement plan provisions and administration systems
How to retrieve and interpret participant account and plan data other existing applications
Coverage and benefits
System computers as by job assignment

Desired experience for service center representative includes:

Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals
Must be extremely reliable and possess excellent time management skills
Must have a minimum 1 year experience in a high-volume inbound Call Center environment with strong customer service skills
Must be computer literate and able to multi-task – document call experience while using the Quality Program
Passionate about technology and motivated to learn
Must have excellent communication skills, professionalism and poise

Service Center Representative Examples

1

Service Center Representative Job Description

Job Description Example
Our company is looking to fill the role of service center representative. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service center representative
  • As the manager of this group you will be responsible for supporting a 24x7 operation
  • Managing all aspects of the HRIS database including gathering the appropriate level of information to correctly input new starter, employee movement and leaver transactions according to SLA’s
  • Ensuring integrity and quality of the data in the HRIS and Payroll databases in the Case Management System, Neocase
  • Receive incoming calls routed to 1st Point providing high standards of customer service
  • Providing support on human resource policy and practice, with a strong focus on employment arrangements and case management within agreed response times/service level agreements
  • Contributing and supporting the development of 1st Point HR knowledge material, including information articles, process guides, reference tools and service process workflow diagrams
  • Maintains knowledge of company and departmental policies and procedures
  • Analyze, clarify and resolve intermediate policy and account related questions from internal and external customers
  • Meets performance level standards as outlined in performance objectives
  • Participate in in-house or outside insurance /industry related courses / seminars as deemed necessary to expand product / system knowledge
Qualifications for service center representative
  • Years of customer service or other telephone experience
  • Post-secondary certificate
  • Bachelor's degree or 8 plus years' relevant experience in the Direct Mail, Commercial Printing, or related industries
  • Familiarity of procurement and service of mailing equipment/machinery a plus
  • Sales skills should be present along with strong communication skills
  • Travel is a requirement of the position
2

Service Center Representative Job Description

Job Description Example
Our growing company is looking for a service center representative. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for service center representative
  • Respond to moderately complex inquiries from client managers and participants regarding a wide variety of benefit issues including health and welfare and retirement in a fast-paced employee benefits service center environment
  • Willingness and desire to support calls 80% or more of work day, in addition to juggling administration responsibilities
  • Review and process all incoming client mail
  • Meet or exceed expected service levels by providing AMAZING customer service
  • Attention to detail logging cases in case management system clearly timely
  • Develop understanding of Savitz’s outsourcing operations and clients
  • Participate in scheduled and ad hoc training in order to improve knowledge
  • Perform special projects, assist with large mailings, and any other duties as assigned
  • Adherence to scheduled hours, defined lunch schedules, and PTO schedules
  • Assist customers with electrical service issues
Qualifications for service center representative
  • Minimum of 7-10 years of sales experience or related professional experience
  • Has a strong understanding of digital marketing , search engine optimization (SEO) and search engine management (SEM/pay per click)
  • Candidate should have in-depth experience in Cisco, VMWare and Microsoft products Windows and Mac operating systems
  • Strong customer service skills and the ability to work well and collaborate in team environment
  • Ability to work within a team and take initiative on research and problem solving
  • Adaptable to changing business practices
3

Service Center Representative Job Description

Job Description Example
Our growing company is looking to fill the role of service center representative. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for service center representative
  • Collections inquiries
  • Operation Systems and Record Keeping
  • Support Operations Leadership Staff
  • Keys & Mail Service
  • Develop trusting relationships through all client contacts
  • Provide high levels of customer account management by properly maintaining account information and data
  • Capture cross-selling opportunities by suggesting other related products and services
  • Forecast and maintains routes to maximize manpower, tank and vehicle utilization and ensure delivery efficiencies
  • Plan and schedule daily service work to maximize billable time and meet productivity goals
  • Follows up on service/delivery failure to reassure the customer and ensure customer satisfaction
Qualifications for service center representative
  • High School Diploma and Ged required
  • Payroll system experience preferred
  • A minimum of 2 years' experience in a call center or technical support environment required
  • Must have working knowledge of benefit plans, including but not limited to medical, dental, vision, 401(k), pension, life insurance, disability, leave of absence
  • Excellent computer skills (including Word, Excel, and PeopleSoft) and the ability to process detailed information in an accurate manner
  • Must be customer focused with the ability to respond to questions with definitive answers, and be able to work in a fast paced service center environment
4

Service Center Representative Job Description

Job Description Example
Our company is searching for experienced candidates for the position of service center representative. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service center representative
  • Respond to client requests for information including communicating account balances and executing unsolicited trade orders, assisting clients with fund transfers and processing account maintenance requests
  • Partner with appropriate home office and branch staff to resolve client issues
  • Document and maintain controls to ensure all security balances and transactions in brokerage accounts comply with regulatory and company policies
  • Identify processing related issues and trends and recommend improvements to workflows
  • Complete ad hoc reporting and assignments as required
  • Provide administrative support to HR client group which may include employee form preparation such as Requisition to Hire, Notice of Change, Request for Record of Employment
  • Reviews new incident and statistical reports
  • Log calls in call handling system - Oracle
  • Gather customers contact and Equipment information
  • Understand the customers Technical issues and enter into the SR
Qualifications for service center representative
  • Knowledge of Microsoft applications (Word, Outlook, Excel, PowerPoint)
  • Ability to process a high volume of transactions
  • Be available to work any shift
  • Be successful in passing our background check guidelines
  • Business Office experience strongly preferred
  • Experience with customer billing systems preferred
5

Service Center Representative Job Description

Job Description Example
Our innovative and growing company is hiring for a service center representative. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for service center representative
  • Understand what Product types are supported by what groups
  • Route to Tech Support via Task creation in Oracle
  • Dispatch to field engineers
  • Ability to multi-task between many high priority customer dispatches
  • Review quality of service requests
  • Handle Parts booking and dispatching
  • Work closely with CSR for Fast Exchange units
  • Work with Logistics/Choice for part orders
  • Work with TS to help facilitate ordering of New Units
  • Creation and Research of RMA’s
Qualifications for service center representative
  • Two to four years prior life insurance or annuity products administration preferred
  • Minimum one to two years’ experience in a high functioning call center or customer service environment
  • Must be well organized, detail oriented and have good computer/data entry skills
  • Six or more months of general office experience, preferably in a customer service environment
  • Ability to handle complex and demanding situations tactfully when dealing with customers
  • Computer literate including Outlook and Word

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