The Inbound Contacts Representative 1 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 1 performs basic administrative/clerical/operational/customer support/computational tasks. Typically works on routine and patterned assignments.
The Inbound Contacts Representative 1 addresses customer needs which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are limited to defined parameters around work expectations, quality standards, priorities and timing, and works under close supervision and/or within established policies/practices and guidelines with minimal opportunity for deviation.
High School Diploma
Call Center or 2+ years of Customer Service Experience
Demonstrated ability to multi-task and perform well in a face paced environment
Excellent communication and presentation skills, both written and verbal
Strong typing and computer navigation skills, including use of multiple computer applications simultaneously
Bilingual English & Spanish - must be able to read, write, and speak in both languages without hesitation or assistance
Prior health care experience
Scheduled Weekly Hours