Senior Customer Service Representative

Job Description

Primary Responsibilities: Take chat messages per day from customers who have questions about their health benefits Support secure email inquiries Use personality and our tools to help customers through the health care benefits available to them Communicate online in a conversational manner that promotes dialogue and establishes rapport. Associate must avoid poor grammar, misstatements, or lengthy explanation. Online writing necessitates that associate have an aptitude for knowing when to apply the dos and donts of online communication Type at a reasonable pace, 30-35 words a minute (WPM) Provide product information, use service engagement skills, and efficiently use service resources Technology comfort and know-how: Associate must be adept at using the Associate Workspace, other technology, and automation toolsApp, Website, and SMS savvy: Consumers who accept an engagement will have high expectations of the associate's knowledge. Associate will need to maintain a high level of familiarity with the digital property the consumer is using Read between the lines." Visitors dont necessarily have good writing skills and advocates may have to interpret what the visitor is really asking by responding with a clarifying question or statement Adapt to continual change as the department fine-tunes the messaging program Maintain a healthy brand-to-consumer relationship that benefits the consumer. Communicate with consumers primarily through messaging. Unlike other forms of communication, messaging grants both you and the consumer time flexibility, and keeps you connected even after the immediate question has been answered. The result is a superior customer service experience for the consumer, and a superior professional experience for you - where you can personalize your interactions and have a meaningful impact on our business Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so Required Qualifications: Any graduate 6+ months of overall experience Preferred Qualifications: Customer Service experience Proven good communication skills