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Customer Service Rep

Company: WebTPA
Location: Irving
Posted on: May 3, 2021

Job Description:

Job SummaryThe Customer Service Representative is responsible for handling inbound customer calls from both providers and members. They are to ensure that the highest level of service is provided no matter what the question or concern.Essential FunctionsAnswer questions from providers and members about benefits and eligibility.Escalate calls to the necessary department when appropriate.Make callbacks to customers as needed.Maintain a high accuracy level by providing complete and accurate information at all times.Be courteous and respectful to all callers.Document notes of each call to ensure all information is saved correctly.Abide by all Customer Service Goals as set by the Manager of the department.Ensure adherence of Customer Service metrics: Average monthly After Call Work (AUX) time must average less than 90 minutes a day. Average monthly hold time must average less than 20 minutes per day. Average monthly staff time must average 7 hours 30 minutes per day. Average monthly talk time must average less than 5:00 minutes per call. Average monthly quality must be 90% or above.The essential functions listed represent the major duties of this role, additional duties may be assigned.Required Work Experience2+ years related work experience. Experience Details: of inbound call center experience in the health insurance industry. Required Management ExperienceNo supervisory/management experience required Required EducationRelated Bachelor's degree or additional related equivalent work experience Additional Required QualificationsExcellent verbal and written communication skills are required.Qualified candidates should have a professional phone voice.Must possess good, basic computer and typing skills.Able to demonstrate proficiency in Microsoft Office (specifically Word, Excel and Outlook)General Physical Demands Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally. We are an Equal Opportunity Employer/Protected Veteran/Disabled.

Keywords: WebTPA, Irving , Customer Service Rep, Other , Irving, Texas

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