Customer Care Specialist
Relevant Background: Customer Service/Call Center/Employee Assistance Program/Benefits
The Customer Care Specialist is responsible for providing outstanding customer service, which includes answering all incoming client calls and inquiries regarding their work-life and employee assistance plan benefits in an accurate, timely and professional manner.
The incumbent will be required to assess the reason for the call, verify eligibility, and log the caller correctly in LifeCare's Customer Relationship Management database. When presenting need is identified to be work-life, transfer the call to the appropriate queue; if need is for employee assistance, complete a comprehensive needs assessment and then facilitate warm transfer to a counselor.
Other responsibilities include providing first level help desk support by resetting client's passwords, providing registration or access information and assisting clients in navigating the website.
Scope of Responsibilities:
Guarantee the highest quality of customer satisfaction by consistently meeting corporate metric standards for average speed to answer and call abandonment service level agreements
Verify client eligibility, provide telephonic intake assessment to determine needs and provide information on appropriate benefits based on the client's individual benefit plan.
Answer questions and warm transfer clients to the appropriate Employee Assistance Program.
Communicate available services and benefit descriptions in order to provide first call resolution
Understand LifeCare's products and services to be able to ensure that clients are directed to the appropriate specialist or counselor.
Recognizes crisis situations and evaluates needed action to minimize risk.
Protects the confidentiality of member information and adheres to enterprise policies and EAP and Work Life policies and procedures.
Maintain individual standards for performance metrics.
Log, track and document all calls using tracking software tools.
And any and all responsibilities assigned by management.
Bachelor's Degree, preferred
Minimum of 3-5 years' customer service experience required.
Experience working in a call center environment EAP or Behavioral Health experience preferred
Top notch customer service, active listening and interpersonal skills required
Extreme resourcefulness with excellent computer/keyboarding and problem solving skills
Demonstrated ability to work with a high degree of accuracy and attention to detail and adherence to call center metrics.
Enthusiastic team player
Strong verbal and written communication skills
Experience with MS applications and Customer Relationship Management systems