Customer Service Representative

Rochester, NY

Full-time, Part-time

Hybrid

1 month ago

About the role

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

What's in it for you?

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 and 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

$21.00 - $23.00 / hr
HV23
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