SUMMARY:

The Customer Service Representative is responsible for responding in a timely, professional and courteous manner to customer inquiries and complaints. The customer service representative will provide effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department. The Customer Service Representative will be required to attend training on an as needed basis. The hours for this shift are 10AM-5:30PM.

Essential Duties/ Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Duties include the following: Other duties may be assigned

1. Answers inquiries by clarifying desired information; researching, locating, and providing information in a timely and accurate manner

2. Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems

3. Fulfills request by clarifying desired information; completing transactions; forwarding request

4. Recognizes opportunities to start up new accounts by explaining the services we have to offer for both skilled and non-skilled agencies

5. Enhances organization reputation by accepting ownership for accomplishing new and different request; exploring opportunities to add value to job accomplishments

6. Notify supervisor of ongoing problems

7. Performs other related duties assigned

Required Education/ Experience

• High School Diploma or G.E.D equivalent required

• Strong customer service skills and 2+ years of previous customer service experience (scheduling, taking in-bound calls and making outbound calls)

• 2+ years of experience with case management systems

• Knowledge of medical terminology

• Problem solving skills

• Data Entry Skills

• Excellent Computer skills and proficiency in Microsoft Office Suite

• Excellent verbal and written communication skills

• Able to maintain confidentiality

• Able to work under minimal supervision