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Mandatory overtime may occur based on work load and may include Saturdays, 1+ year of call center and/or sales experience OR at least 1 year of experience working in a high volume call center environment, Must be able to create, copy, edit, send & save using Microsoft Word, Excel & Outlook, Must be able to type and talk at the same time and navigate through multiple screens, Ability to maintain confidentiality and adhere to HIPAA requirements, Experience working in a metric driven work environment, Experience working in a customer retention focused role, Experience working in the Healthcare Industry, Experience working with Medicaid or Medicare, *Available to work Monday-Friday from 8:00am-5:00pm and/or 9:00am-6:00pm***, Mandatory overtime may occur based on work load and may include Saturdays*, Available to work Monday - Friday from 8:00 am - 5:00 pm or 9:00 am - 6:00 pm, Mandatory overtime may occur based on work load and may include Saturdays, 1+ year of call center and/or sales experience OR at least 1+ year of experience working in a high volume call center environment, Bilingual skills in English and Spanish or Korean, Answer a minimum of 85 calls per day resolving moderate to complex issues, Verify and update patient demographic and insurance information, Receive and process expedite, stat and at-risk referrals, Contact patients to advise of appointment and referral status, Process and resolve expedited patient complaints, Review and processing of medication refills, SHS training curriculum must be completed within two years of training, Able to demonstrate customer service and proper telephone etiquette, Advance computer skills in Windows environment, Strong listening, critical thinking, decision making, telephone, customer service and problem solving skills, 6+ months experience in a customer service / call center or healthcare environment, Training in a medical office or customer service related field, Interpret, translate, explain, and provide applicable, accurate, and appropriate information with respect to products and services, policy and procedure, account status, marketing promotions and campaigns, and explaining billing and shipping details, Handle a high volume of calls covering the full range of customer needs in a prompt and professional manner, obtaining all information for transaction execution, Summarize every interaction to prevent repeat calls or cancellations, Protects all customer information in a professional and confidential manner, Ability to navigate through multiple systems and resolve complex multichannel issues, Answers inbound customer calls concerning troubleshooting or questions about one or more products, e.g., instructions about hooking up Cox’s equipment or their own. Jobs for call center reps are … Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form, Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, High School / GED required; Associates Degree or Equivalent from a 2 year college or technical school preferred, High School Diploma or GED required; Associates Degree preferred, Minimum of one year of customer service experience; call center and/or banking experience preferred, Proficiency in Microsoft Office applications and accuracy in data entry required, Ability to effectively listen, ask probing questions, understand concerns, and overcome objections, Strong sales and service orientation required, Maintain a positive attitude and be adaptable to change, Educate and advise callers on their benefits, the system, and all related processes, Research customer requests and follow up with customers as needed, Proficient in Microsoft Word, Excel, PowerPoint, and Outlook, Must be familiar with the company's products and procedures, Some experience in a call center or customer service environment, Must be able to work in cooperation with others, Must be attentive to detail and ensure accuracy in work assignments, Basic computer skills with data entry experience needed, Must be able to communicate effectively with others and be a team-player, Must have the flexibility to work variable schedules, including weekends, Must be able to convey product information and availability to customers, Must possess the ability to deal tactfully with customers, Maintain regular contact with customers to process orders, Communication skills (both professional verbal and written), Computer experience with a preference in Microsoft Office, Ability to work together in a close-knit, fast-paced, challenging environment, Proven ability of independent judgment & ability to work under minimal supervision, One or more years of customer service or other telephone experience, Must be able to obtain and maintain government security clearance; pass drug screen, credit/criminal background check verification of US citizenship, Must be flexible to work Closings/Weekends/Overnights – shifts will be explained during interview, Address customer inquiries that come to Kroger through the toll-free number, Protects customer information in accordance with state and federal Pharmacy laws including HIPAA law and Corporation standards, Ensure all tasks are conducted with accuracy and in a customer first manner consistent with corporate policies, Answer business reply card correspondence, Professionally resolve and manage difficult customer situations, Ability to maintain and sustain established call center metrics, Serve as a liaison between The Kroger Co. and the customer, Ability to problem-solve with a goal of first contact resolution, Input accurate customer data into the customer relationship database while speaking on the phone, Keep managers and supervisors updated on consumer concerns and trends in product complaints, Frequent contact with divisions, Corporate Technology, Procurement and Marketing Departments, manufacturing plants and store personnel, Strong written and verbal communication skills with the ability to effectively communicate information to customers, Ability to organize and prioritize a variety of tasks/projects, Ability to maintain composure during stressful situations, Must be available to work different shifts as well as rotating weekends per the needs of the business. This includes both spoken and written language skills, as well as typing proficiency (40 words per min), Combination of teamwork and independence. Resume Format Pick the right resume format for your situation. With customer concurrence to accept a service contract, closes new contracts, Provides warm referrals to Sales for sales leads for new services (RGUs), Notes the call in customer record. ), Requests account information, accesses customer records or other electronic tools and information delivered to the desktop, and authenticates customer by requesting PIN or other identifying information, Asks questions and listens to customers to understand their needs, requests, or problems, Accesses Company databases and gives instructions to customers to gather information necessary to determine the root cause of the problem, Checks status of work orders in customer record system, Interacts with other departments (e.g., test desk, field service) while customer is on hold, as necessary, Keeps customer informed about what is happening; educates as needed, Determines the cause of the problem and the action required to solve it, whenever possible, based on all available information, Schedules a truck roll in the system if the problem cannot be resolved over the telephone. Created and monitored performance indicators focused on service delivery. As such, it is not owned by us, and it is the user who retains ownership over such content. Download Call Center Customer Service Representative Resume Sample as Image file, Customer Service Representative Resume Sample, Senior Customer Service Representative Resume Sample, Customer Services Representative Resume Sample, Call Center Customer Service Rep Resume Sample, Contact Center Customer Service Resume Sample, Service & Support Representative Resume Sample, Bank Customer Service Representative Resume Sample, Customer Service / Customer Operations Resume Sample, Customer Service Customer Representative Resume Sample, Provide directions and general assistance, Keep customer informed about progress by checking the status of work orders in customer record system, Adhere to quality standards, meeting sales and performance goals set by management, Provide assistance/support to other areas of the business, This position will also assist in scheduling shop workload, Make outgoing calls- callback management and miscellaneous calls as assigned, Send and receive tasks to Provider offices to assist patient with access to medical care, Effectively processes customer requests and transactions in accordance with bank policies and procedures including utilizing the Language Line process to serve non-English speaking customers, Recommend alternative banking products and/or make referrals to other departments, Provide information on bank products as requested by the customer, Complete maintenance as requested including address changes, check orders, stop payments, account closings and ATM/Debit card captures, May answer customer telephone banking inquiries via email, Recommend ways to improve processes and better manage expenses, Answer inbound calls within guidelines/goals established by the client and contact center management, Receive and track H&WS work order requests and dispatch work orders to maintenance staff, Responds to requests for assistance and/or possible processing of credit card authorizations, Proactive response to inquiries from patients, Providers, and internal medical personnel, Answering inbound calls from our valued members and assisting them with their inquiries, Conforms with and abides by all regulations, policies, work procedures, instruction, and all safety rules, Dependable, reliable and able to perform duties with minimal supervision, Ability and Knowledge of Basic Computer Skills, Excellent interpersonal skills, with the ability to communicate clearly and effectively with a customer based approach, Ability to multi-task and be comfortable in a fast-paced worked setting while remaining diligent to accuracy, Strong critical thinking, problem solving and judgment skills, with the ability to make sound and reasonable decisions through careful evaluation and understanding of the impact of those decisions, Total Rewards Benefits Package including 401K (up to 6% company match),Tuition assistance, Medical, dental, vision, and life insurance, Wellness Program, Paid Time Off (PTO), Short-term Disability, and on-site amenities including fitness center, game room, internet bar, food vendors, Employee Credit Union/ATM, Professional industry designations such as LOMA’s Associate Life Management Institute (ALMI), Associate Customer Service (ACS), or Associate Annuity Products and Administration (AAPA) or demonstrated work toward achieving designations, At least three years life insurance and/or annuity contract experience in a call center, new business or in-force customer service role or comparable insurance or financial services experience, Thorough knowledge of annuity and life products and processes, especially for fixed and indexed annuity products and current tax laws and regulations as applied to life and/or annuity policies and contracts, Total Rewards Benefits Package including 401K (up to 6% company match), company funded pension plan, Tuition assistance, Medical, dental, vision, and life insurance, Wellness Program, Paid Time Off (PTO), Short-term Disability, and on-site amenities including fitness center, game room, internet bar, food vendors, Employee Credit Union/ATM, Ability to work in a fast paced and quickly changing work environment, Exceed our customer expectations by documenting call details and new account information into the system and completing any forms required to request action by other departments, Educate customers on billing details, Cox policies and procedures concerning prices, billing and service, Perform any necessary calculations pertaining to fees, time periods, or dates, Work in an energetic call center environment answering inbound customer calls concerning inquiries about one or more Cox products, Trouble shoot the root cause of customer problems and identify the action required (using company databases, customer information, and collaboration with other departments) to resolve issue and schedule service appointments when necessary, Provide total customer service by asking questions and listening to customers in order to understand their needs, requests, or problems while identifying sales and up-selling opportunities that will drive additional revenue for the company, Provide seamless customer experience through documenting call details and new account information into the computer system and completing any forms required to request action by other departments, High school diploma (or equivalent) is required, Ability to engage the customer emotionally, Ability to synthesize information and process common service requests, Respond to inbound calls and resolve customer and agent service requests according to EquiTrust policies in a prompt, efficient and courteous manner for external customers, agents, departmental staff and other EquiTrust personnel at all times, Assist agents, clients and industry companies with completing requests regarding EquiTrust annuity and life product business, Verify new applications and received in-force requests for completeness and corresponds with agents to request additional information or required forms, Confirm the status and requirements of pending and processed In-force and New Business transactions with agents and clients, Track daily/weekly calls and prepares status reports, Coordinate, prepare and send email or written correspondence and service requirements to Agents and clients, Document and track each call and correspondence as completed, Flexibility in scheduling of daily activities, Previous customer service, customer care, contact center and call center highly preferred, Must demonstrate the ability to multitask and focused attention to detail required, Ability to meet established customer service requirements, Provide information on a variety of complex customer service issues requiring knowledge of life insurance/retirement/annuity products and transactions focusing on customer satisfaction, quality, and efficiency. 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