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The Inbound Contacts Representative 1 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 1 performs basic administrative/clerical/operational/customer support/computational tasks. Typically works on routine and patterned assignments.
The Inbound Contacts Representative 1 addresses customer needs which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.
High School Diploma or equivalent
2 years inbound call center or related customer service experience
Strong customer service orientation
Strong attention to detail
Strong typing and computer navigation skills
Capacity to multi-task, including use of multiple computer applications simultaneously
Effective verbal and listening communication skills
Bilingual: English/Spanish and/or Creole. Must be able to speak, read and write in both languages without limitations or assistance. See Additional Information on testing
Associate's or Bachelor's Degree
Language Proficiency Testing:
Any Company associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.
Ability to work between the hours of 8amEST - 6pmEST
Scheduled Weekly Hours
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