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Customer Service Representative (Call Center)

Jacksonville, FL 32256 | Contract to Hire

Post Date: 05/17/2018 Areas of Expertise: Call Center Pay Rate: $12.00 - $14.00/hr

Contemporary Staffing Solutions is currently hiring for Customer Service Representatives - Call Center (Bilingual English/Spanish is highly desired)

Job Summary
Support customer service management in meeting department’s goals for customer satisfaction and retention. Provide superior service in order to educate and resolve members’ issues, collaborating with dept. personnel and clients as necessary.

Job Requirements

As a Customer Service Representative, you must have considerable experience in a high-volume inbound call center environment. You will also need to be highly organized and detail-oriented with the ability to effectively manage multiple priorities, with quick decision making ability. It is also important that you display excellent verbal and written communication and interpersonal skills, maintaining client satisfaction at all times.

Primary Duties & Responsibilities
Inbound Calls
• Respond to inbound calls for minimum of 6 hours daily.
• Perform any or all of the following activities to respond promptly to member on initial contact:
- Verify/update contact information and confirm member’s eligibility, requesting documents to verify eligibility/coverage as needed;
- Probe to understand member’s needs or collect case information by determining who, what, where, when, why;
- Educate member and respond to questions about enrollment/conversion/cancellation processes, policy coverage and account balance/delinquency status;
- Obtain member’s credit card information where required and forward for processing.
• Document all inbound calls via data entry into the system
• Resolves issues with escalated calls in a friendly, courteous manner even if the customer is angry or unpleasant
• Transfer inbound calls correctly when appropriate.

Outbound Calls
• Respond to member’s voicemail or email message by performing outbound call to member within 48 hours of member’s initial contact.
• Conduct follow up call to member to resolve member’s issue that wasn’t resolved during initial contact, after conducting appropriate research and/or outreach to determine resolution.
• Document all outbound calls via data entry into the system.

Additional qualifications for the role include:

  • Ability to speak, read and write effectively in both Spanish and English is highly desired
  • 2+ years in an inbound call center
  • ABILITY TO WORK A FLEXIBLE SCHEDULE INCLUDING, DAYS, NIGHTS AND WEEKENDS
  • Ability to thrive in a fast-paced, rapidly changing, high volume work environment
  • Ability to multi task and shift between priorities
  • Computer proficiency, particularly with Microsoft Office Suite
  • Demonstrate high level of proficiency navigating the company’s customer service system, using MS Outlook and using copying, scanning and faxing equipment.
  • Demonstrate customer service skills and stellar telephone etiquette with professional dictation and written communication skills
  • Possess data entry skills with an accuracy rate that meets or exceeds department’s data entry accuracy standard.
  • Strong e-mail and internet skills Ability to analyze/resolve problems and adapt to change
  • Collaborate effectively with co-workers and those in other departments on project assignments.

Education

• HS Diploma/Equivalency Required

Joshua Stortzum

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