Associate Customer Service Representative - job 1 of 5

Company :

Job Description : 

JOB SUMMARY

This job handles customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and brokers in a customer service center.  Troubleshoots and resolves customer complaints.  Ensures that responses to inquiries are completed timely and according to established service and quality standards.

ESSENTIAL RESPONSIBILITIES

• Resolve customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner. 
• Prepare adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution.
• Meet all production, quality, and adherence standards.  Attends all required training classes.
• Elevate issues to next level of supervision, as appropriate.
• Maintain accurate records, including timekeeping records.
• Other duties as assigned or requested.

EDUCATION

Required

• High School Diploma or GED

Substitutions

• None

Preferred

• None

EXPERIENCE

Required

• 6 months of Customer Service in a customer facing role

Preferred

• Customer Service in a call-center environment
• Customer Service in a Healthcare related call-center environment strongly preferred

LICENSES or CERTIFICATIONS

Required

• None

Preferred

• None

SKILLS

• Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards.
• Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally. 
• Ability to take direction and to navigate through multiple systems simultaneously.
• Ability to maintain composure under stressful and fast-paced conditions.
• Strong written and verbal communication skills
• Ability to communicate complex information in a simple, customer facing way

Language (Other than English):

None

Travel Requirement:

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches/Trains others regularly

 Rarely

Travels regularly from the office to various work sites or from site-to-site

Does Not Apply

Works primarily out-of-the office selling products/services (Sales employees)

Does Not Apply

Physical Work Site Required  

No

Lifting up to 10 pounds  

Constantly

Lifting 10 to 25 pound

Rarely

Lifting 25 to 50 pounds    

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.  The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

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