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Client Service Specialist
Genworth Financial
Waltham, MA, United States
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POSITION
Client Service Specialist (Customer Service)
LOCATION
Waltham, MA
COMPANY
CareScout is a growing company with an entrepreneurial culture providing customized care plans and elder care referral services improving the quality of life for families and their aging loved ones. At CareScout, our promise to our employees is provide the opportunity to make a meaningful difference in the lives of our customers, communities, and one another, each and every day. CareScout is a wholly owned subsidiary of Genworth which means our employees get the best of both worlds; the ability to have a real impact on an independently operated business as well as the benefits offered by the backing of a Fortune 500 company.
POSITION SUMMARY
The Client Service Specialist will have responsibility for providing a high level of customer service across the business for both internal and external customers via telephone. In addition to typically being the first point of contact with CareScout, the Client Services Team is the foundation for everything that CareScout does: utilizing CareScout’s national databases of in-home and facility care providers to not only match customer’s care needs with appropriate care options but advocate on behalf of those customers to secure the best rates possible with those care providers. Client Service Specialists also work behind the scenes on behalf of long term care insurance companies to ensure that all provider data is current and that those network providers meet existing credentialing standards.
RESPONSIBILITIES
• Provide exceptional internal and external customer service by resolving/referring customer inquiries efficiently
• Administrative maintenance of provider database through requests for documents, credentialing and quality control of provider documentation.
• Advocate on behalf of our customers to secure the best rates for the best services with long term care providers
• Ability to make positive impressions over the phone, and build rapport with providers and customers.
• Meet or exceed daily productivity level defined by the Business leader
REQUIRED QUALIFICATIONS
• Proven commitment to customer service with excellent communication and telephone skills
• Ability to effectively prioritize and multi task
• High integrity with an eagerness to learn about the long-term care industry
• Positive and professional manner to represent CareScout internally and externally
• Self-directed with the ability to work independently and as part of a team
• Ability to build rapport and relationships
• Experience with workflow management tools
• Proficient with basic computer applications such as MS Office, email, desktop faxing and other office procedures
• Reliable with solid work ethic and ability to work independently and within team
PREFERRED QUALIFICATIONS
• BA / BS or relevant work experience
• Contact Center/Call Center/ Customer Service experience preferred
• Long Term Care / Insurance industry knowledge
• Inside sales or experience delivering company value proposition to prospective partners or clients
• Experience with rate negotiation, health care or long term care resource sourcing a plus
**Hourly rate between $19 - $20/hr.
**Benefits include: annual bonus and merit increases; medical, vision, and dental coverage; 401k contribution and matching; childcare reimbursement; and much more!