Customer Service Representative

Job Description:

We are hiring a Customer Support Specialist for an onsite role in Rochester, NY!

Details:

• $20 - $24 per hour
• Full Time
• Contract - 1 year long contract
• 9am - 5pm EST
• Must be able to work Saturdays

What's in it for you?

• Health, Dental, Vision insurance offered
• 401k options
• Work with a great team!

Requirements:

• One to two years of customer service experience in handling moderate to complex customer inquiries in call center, insurance, manufacturing, software, telecommunications, retail, or eyewear industries
• Demonstrated internet knowledge and understanding of basic internet browser settings Demonstrated ability to work with multiple software programs, simultaneously
• Working knowledge of MS Office package
• Effective verbal communication skills to prioritize multiple tasks and to be available for incoming calls and inquiries
• Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made
• Excellent interpersonal and rapport-building skills Ability to ask appropriate and relevant questions to identify customer needs
• Proven problem-solving, negotiations, and decision-making skills
• Ability to use appropriate discretion and judgment in applying customer/call handling guidelines

Responsibilities:

• Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal/external business partners; inquiries may range from telephone, in person, or via the internet/e-email
• Contingent on the Line of Business (LOB), requires in-depth knowledge in the following areas: Prescriptions, Plans, Products, Services, and Procedures Online purchasing & e-Commerce knowledge Internet knowledge
• Payment processing/payment collections
• Eligibility verification Order Status, Shipping Status, and Stock Availability
• Accurate completion of necessary documentation, letters, and forms processing
• Quality Assurance testing for company software
• Research and resolve issues/complaints and determine appropriate resolution(s) Solve problems and assist with issues that may not fit the cookie-cutter solution
• Effectively educate and influence customers and prospective customers on the value and benefits that the company offers through its products, services, and solutions
• Identify customer trends and communicate to appropriate business partners, leaders, and divisions; suggest necessary corrections, changes, or solutions; appropriately elevate situations that could have organization-wide impacts
• Effectively maintain specific line of business Customer Service standards and support level standards Remain current on all changes to Customer Service policy, procedures, and product/services/solutions information to respond to customer inquiries accurately and consistently

$ 20.00/hr

HV23