- Maintain exemplary customer service standards to attract and retain members.
- Address member inquiries via phone, email, chat, and SMS promptly and professionally.
- Handle inquiries, issues, and complaints in a timely manner.
- Manage high volumes of inbound and outbound contacts, including simultaneous interactions.
- Utilize case management tools to track, document, and resolve customer cases efficiently.
- Distribute literature on company products as needed.
- Keep customers informed about the status of their inquiries and triage accordingly.
- Resolve customer issues and fulfill needs in a courteous and efficient manner.
- Maintain accurate customer records and update notes accordingly.
- Provide quotes and process payments, including credits and debits.
- Support team members and foster a positive and supportive work environment.
- Meet or exceed company expectations for productivity and accuracy consistently.
- Perform other duties as assigned.
- High school diploma or GED equivalent required; relevant college courses or degree preferred.
- Minimum of 2 years of customer service experience; 3-5 years preferred.
- Professional and/or personal experience with healthcare costs and Explanation of Benefits is advantageous.
- Contact center experience required.
- Customer retention experience is preferred.
- Proficiency with CRM systems is desirable
- Strong customer service and interpersonal skills.
- Excellent oral and written communication abilities.
- Exceptional organization and time management capabilities.
- Ability to prioritize tasks effectively and manage multiple projects.
- Proficiency in navigating multiple computer screens and programs.
- High level of integrity and professionalism.
- Proficient in PC skills, including Windows-based applications.
- Strong analytical and critical thinking skills.
- Team-oriented mindset.
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HealthLock Customer Service Representative - Franklin, United States - inAssist
Description
Job Description
Job DescriptionHealthLock Customer Service Representative
HealthLock is a leading provider of healthcare management solutions, leveraging our HealthLock Healthcare Experts, advanced analytics, and tailored technology solutions. As a direct-to-consumer brand, HealthLock aims to simplify medical claims complexity and empower consumers to navigate the healthcare landscape effectively. With a commitment to exceptional service, our team of experts ensures that members receive optimal support at every step. We are seeking an entry-level individual who shares our mission of revolutionizing healthcare affordability and simplicity.
Key Responsibilities:
Qualifications: