Customer Experience Representative

Role & responsibilities

Inbound Contact Representative

Job Responsibilities:

The Inbound Contacts Representative to represent the company by addressing incoming telephone, digital, or written inquiries

To perform varied activities and moderately complex administrative/operational/customer support assignments

Perform computations

Typically work on semi-routine assignments

To address customer needs, which may include complex benefit questions, resolving issues, and educating members

To record details of inquiries, comments or complaints, transactions, or interactions and take actions in accordance with them

Escalate unresolved and pending customer grievances

Make decisions primarily related to interpretation of area/department policy and determining methods for completing assignments

To work within defined parameters to identify work expectations and quality standards, with some latitude over prioritization/timing, and works under minimal direction

Follow standard policies and practices that allow for some opportunity for interpretation, deviation and/or independent discretion

Qualifications and Skills Required:

Preferred candidate profile

Customer Service experience

Effective verbal and listening communication skills

Strong customer service orientation

Strong attention to detail

Strong typing and computer navigation skills

Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Education and Experience:

Associate's or Bachelor's Degree

Previous inbound call center or related customer service experience

Prior Healthcare experience