Job Title
Duties:
Functions as work leader for customer service units. Assists with escalated and complex issues. 60% Serves as an information source for both internal and external customers by answering complex customer service inquiries via telephone, e-mail, and/or web inquiries. Inquiries are non-routine and require deviation from standard screens, scripts, and procedures. 40% Ensures efficient departmental operation by assisting management in planning, coordination, and/or assignment of work. Assists with the development and direction of staff to achieve and maintain optimum levels of performance. Maintains basic knowledge of quality work instructions and company policies.
Skills:
Required Skills and Abilities: Strong organizational skills, and oral and written communication skills. Ability to handle high stress situations. Proficient spelling, punctuation, grammar, and basic business math. Ability to handle confidential or sensitive information with discretion. Ability to learn and operate multiple computer systems effectively and efficiently. Required Software and Other Tools: Microsoft Office.
Work Environment: Typical office environment.
Education:
Required Education: Associate Degree or 2 years job related work experience or customer service experience Required Work Experience: 1 year of customer service or claims processing experience OR Bachelor's Degree in lieu of work experience. Preferred Work Experience: 2 years of customer service or claims processing experience.
Languages: English
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