Job Title: Customer Service Representative
Duration: 6 Months
Location: Indianapolis, IN 46240- Hybrid
Pay Rate: $16.00 /hour on w2.
Shifts:
8:00am - 4:30pm EST (M-F)
8:30am - 5:00pm EST (M-F)
1:30pm - 10:00pm EST (M-F)
7:00am - 5:30pm EST (M / Tu / Fr / Sat)
9:00am - 6:30pm EST (M / Tu / W / Fr) and 9:00am – 1:00pm EST (Sat)
-The class start date will be on Monday 1/6 and will train for two weeks.
-Training Hours: 9:00AM-5:30PM ET
-Agents will be concluding their training on 01/17. (In office training is mandatory.)
-Will eventually move to a hybrid role once the contractor is up and running.
Job Description:
Customer Service Representatives serve our customers via telephone and email. They thoroughly and efficiently gather participant information, access and address concerns and issues, educate the participant where applicable to prevent the need for future contacts and document interactions. CSRs do all of this in a timely, professional and of service manner.
General responsibilities include:
1. Provide excellent customer service and one call issue resolution
2. Handle incoming phone calls and assigned email requests along with escalated items
3. Assist participants with registration and log in issues
4. Assist participants with navigation on the site for their specific program
5. Assist participants with overall questions concerning the applications available to them on the private portal
6. Work with Account Management on escalated issues of a non-routine nature
7. Assist members complete the Health Survey over the phone
8. Perform other, varied job-related duties as assigned
Required Skills
• High School Diploma or GED
• Demonstrated customer service and issue resolution skills
• Strong detail orientation and listening skills
• Proficiency in the utilization of computer software applications, including MS Word and MS Excel
• Effectively communicate both verbally and in writing
• Pleasant telephone voice, tone and manner
• Willingness to work a flexible schedule and overtime when needed
• Successful completion of a background check and drug screen is required
Required Education
• High School Diploma or GED
Desired Skills
• 1-3 years of experience in a technical call center environment or transferable skills
