Customer Service Rep - II

Position Summary Overview

This position is for non-licensed individuals who will be responsible for leading both inbound and outbound call efforts building connections utilizing exceptional customer service skills.

Job Responsibilities

• Conduct designed outbound multi-touch member retention and engagement campaigns for a designated book of business.
• Be the advocate for our members by taking ownership, acting with empathy, and helping our members resolve their situation the first time.
• Provide our members with a personalized and rewarding experience by helping our members to feel valued, empowered and understood.
• Leverage resources and technology to optimize the member experience. Demonstrate ability to real-time problem-solve and navigate multiple computer applications while interacting with the member over the phone or while on video conference.
• Ensuring that the detailed call information is captured in Customer Relationship Management system (CRM) and appropriate dispositioning.
• Meet/Exceed basic call center metrics and expectations consistently (quality, adherence, campaign outcomes, attendance, etc.)
• Work effectively within a team and across the organization, to further the goals of the business.
• Building skills through team meetings, 1x1 coaching, call calibrations, peer coaching’s etc.
• Work in a professional, fast-paced environment that requires attention to detail, accuracy, multi-tasking, and clear concise communication.
• Contacting prospective new members through outbound and inbound calls to establish a lead generation pipeline for licensed agents utilizing scripting to assess customer needs for products and services using insightful, probing questions and demonstrating superior listening skills
• Other duties as assigned

Required Qualifications (Accountabilities)

• Strong understanding of products, services, and processes offered by the company
• Self-driven goal-oriented individual with the desire to go above and beyond for a consumer while meeting business metrics
• Displays passion, integrity, commitment, and drive to deliver a positive, differentiated experience that improves our members’ lives.
• Ability to engage with members-begin a conversation, anticipate what questions a member might have, share information using plain language, build rapport, and handle objectives
• Displays empathy and resilience when dealing with our members who need help
• Gains our members trust and respect by establishing and maintaining effective relationships
• Attention to detail and excellent interpersonal skills
• Discretion in handling and communicating sensitive information
• Ability to manage multiple projects at once in a fast-paced environment
• A positive attitude and willingness to do whatever it takes to get the job done

Preferred Qualifications

• 4-year college degree preferred
• 2 to 3 years in a Customer Service capacity
• Demonstrated Self-starter with positive attitude and ability to control emotions when dealing with unhappy customers (i.e.. “Customer is always right” attitude)
• Adoptable to high pressure, achievement-oriented environment
• High level of computer proficiency including, but not limited to, Microsoft Office package and ability to multitask while on the phone.
• Bilingual in English, Spanish a plus

Education

High School diploma or G.E.D.

Employment Type & Hours

Employment Type: Full time Anticipated Weekly Hours: 40

Pay Range

The typical pay range for this role is: $17.00 - $25.65