Has the ability and previous experience at interacting with professionals both on a technical and non-technical level, Has the ability to develop and maintain productive working relationships both internally and externally of the CallCenter, Proven ability to learn new technologies while maintaining high levels of performance in an ambiguous, high-pressure environment, Take inbound phone calls from policyholders or their representatives promptly and in a professional manner, Either answer the question accurately or transfer the call to appropriate staff for completion, Follow established protocols and procedures, Handle claim inquiries on multiple product lines, Explain specific coverage and claim status to claimants, Document all calls clearly and concisely and complete follow-up work, May include some processing work, i.e., follow-up letters, Help team maintain answer rate, speed of answer and other measures to department standard, Meet individual goals for calls taken, calls tracked, quality assurance, etc, At least one year customer service experience, An excellent phone voice and phone skills, A caring, compassionate attitude, in particular with elderly population, A positive attitude and work well in a team environment, Able to multi-task various tasks and assignments with multiple deadlines and work in a fast-paced environment, Ability to work scheduled hours between the range of 8:30 AM - 6:00 PM, Strong computer skills (with emphasis on Windows & Microsoft Word/Excel/Outlook) and able to learn new computer functions, Order processing, product look-up, and returns, Detail-oriented, ability to multi-task in a fast-paced, high volume call center environment, Experience in Powersports, RV and/or marine industry is a plus, Must follow all safety and quality standards at all times, including chemical handling standards and PPE (Personal Protective Equipment), Skills in forklift, overhead hoist, computer, and fiberglass and/or gel-coat applications preferred, Understand and follow verbal and written directions, Ability to read and understand blueprints, Ability to use hand, battery, and pneumatic tools, Ability to work with fellow coworkers in close proximity and in a team environment displaying mutual respect, Ability to fluently speak, read, understand, and write English, Excellent phone etiquette and communication skills, Perform all other departmental related duties as assigned or requested, Computer literate with the ability to learn customer service and order entry software applications, Experience in RV and/or marine industry is a plus, Support Account Managers in servicing Donlen’s customers through a variety of means: Daily tasks, Projects, Internal issue resolution, Perform specific tasks on a regular basis, such as: Utilizing Donlen’s systems to create vehicle selectors, process billing changes, generate reports, insurance card distribution and driver data changes, Flexibility in work hours required to ensure proper coverage of call center, Assist in training of new Driver Call Center Representatives, Must have at least 1 year of Customer Service Experience, Basic aptitude of the Microsoft Office applications – Word, Excel, Outlook, is required, Desire to service customers, including understanding the nature of customer inquiries, determining next steps, and pursuing issues to successful and prompt completion, Ability to read and comprehend instructions and effectively present information to customers and other employees, Inbound Physician Referral Calls/ assist with scheduling doctor appointments, Inbound calls for registration in hospital seminars, screenings and education classes, Meeting performance targets for accuracy, speed, efficiency and call handling, Maintain confidentiality of all interactions, Contributes to team appointment goal by achieving an individual goal of a minimum of 50 physician appointments per month (for regular full time employee).The minimum employee physician appointment goal is subject to change at the sole discretion of the Company, Position requires weekend, holiday and shift work and may require mandatory overtime, Notifies responders on emergency signals after dispatch, Processes basic data changes to customer accounts, Must be able to handle signals from one location/area and TTY stations, Knowledge of Company policies, procedures, guidelines, and practices, Basic knowledge and understanding about VIP accounts and department, Must be proficient with personal computer, keyboard, fax machine, copy machine and telephone, Must meet minimum quality standards set for them (90% or better average on Q/A), Ability to work overtime as requested by management, Ability to use discretion and problem analysis, Ability and willingness to make key contributions to the growth of the business, Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community, Perform heavy outbound calls (minimum 350-450 per day) to business individuals to verify contact information and qualify sponsored offers, Provide business individuals with appropriate information and/or documentation with regards to the company's services and sponsored offers, Call on surveys, lead verification, live events and other special projects when needed, Minimum 1 year experience in telesales, call center, collections or telemarketing, Experience in high volume call (inbound or outbound), Energetic and professional with excellent verbal skills, Able to work overtime hours during end of month or other peak periods, Experience successfully working in high pressure environment, resilient, Understands and has ability to be at desk entire day while taking calls and documenting results with structured breaks and lunch, Attention to detail (ability to use multiple systems with dual monitors, ability to verify identity using date of birth or other personal info, ability to quote and explain complex benefits using resources, determine incorrect claims processing, initiate adjustment, stop pays, and/or priority processing, Clear and effective communication, both oral and written. Continually improve member relationships, Understand and apply savings policies, procedures and dividend rates to sales calls, Understand the consumer lending process as it relates to cross-sales opportunities, loan products and interest rates, Provide accurate account information using account security procedures, Perform financial transactions in an efficient and precise manner, Recognize account flags such as: account holds, delinquent loans and screen messages before disbursing savings/loan checks, Support individual, team and credit union goals as determined by credit union management, Provide quality member service that exceeds the members expectations, Utilize system software provided (Spectrum, CSCS), Must adhere to contact center matrix reporting requirements, Promotes honest and open communication throughout the credit union, Demonstrate behaviors that are consistent with the credit union’s values, philosophies, and leadership characteristics, Work with other credit union departments to insure the workflow or process is providing the best service to the members, Knowledge of or willing to develop sales techniques, Knowledge of credit union services and products, Must be able to appropriately resolve conflicts and escalated issues, Able to function and thrive in a production environment, Able to work effectively individually and within a team environment, Ability to communicate effectively in writing and orally, Ability to resolve interpersonal conflict and miscommunications, Knowledge of spreadsheet software and ability to use word processing software, Answer customer’s questions regarding existing orders, Provide detailed product descriptions for merchandise on the Boscov’s website, Answer incoming calls for all store locations, Opportunity to learn additional customer service functions within our care center such as on line chat, Field inbound auto and home insurance calls from agents related to billing inquires, policy questions and overall customer service, Counsel customers/agents on underwriting eligibility and policy coverage and/or options, Within established timeframe, provide phone requested quotes to customers/agents for changes to existing lines or products, Upgrade coverage and sell new coverage/products to existing customers as appropriate, Review phone requested cancellations and reinstatements and make appropriate decisions to resolve, Resolve customer service related complaints and process complex customer calls, answer customer/agent policy and billing inquiries, Act as on-line billing systems and agency portal website expert to provide proactive agency support as well as assist co-workers in mastering these systems and sell their benefits to the agents, Accountable to build/maintain effective relationships with customers/agents, May provide agency and internal support on information input processes, Handle special projects/other related assignments as delegated by Team Manager, Customer service experience (face to face or phone), One-two years of previous Call Center experience required, Preferred experience includes Bilingual (English/Spanish) and prior Level I Help Desk experience along with troubleshooting and probing skills, Excellent communication skills required with a strong command of the English language (bilingual preferred), Outstanding listening and problem solving abilities, Must have above average problem resolution and follow-up skills, A certain degree of creativity and latitude required while resolving unusual or adverse situations and dealing with difficult customers with diplomacy and understanding, making sound decisions based on available facts, Ability to effectively deal with stress, work varying shifts, holidays, week-ends and overtime as required in a 24x7 working environment, Must be able to effectively work with technology (PC / Laptop / Scripting System / etc.) Inquiries generally include: account information, questions on products, process and procedures and other related account issues. This is on inbound and outbound calls, Research complex issues for customers in order to support their requests, making outbound calls to provide customers with updates or to gain additional information, Cross train in different areas to expand knowledge base and develop new skills, Front-line of problem resolution, solving issues, and be responsible for items needing further research, and completing outbound calls to clients for follow up, At least one year of previous customer service experience within retail, banking, or financial services preferred, Must have experience with outbound calls to clients or customers, Intermediate computer proficiency, including keyboarding skills and the ability to navigate through multiple computer systems, Real passion for excellence in service and attention to detail, Operational hours are Monday through Friday between 7 am and 7 pm. Maintains accurate filing system to retrieve information when needed, Prepares, organizes and maintains the Endoscopy ACLS/IVCS certification status. seasonal periods) as well as responding to the Call Center’s role in the firm’s Emergency Response Plan, Ability to work in a team environment with a client service focus, Underlying infrastructure of the firms’ applications, Addresses customer’s underlying needs by proactively seeking information from them, 1 or more years’ experience preferred with Human Resource Line Support, Benefits Line Support or Shared Services Delivery, Experience serving customers in a contact center via telephone and e-mail channels (chat/instant messaging delivery a plus), Microsoft Office Outlook and Word experience required, Promote SEFCU products and services in accordance with Performance Excellence Sales and Service Standards (listed above), Provide quality Investment & Insurance referrals, Work to achieve personal and department sales goals, Promote general mortgage services, i.e. Accuracy in obtaining and disseminating information is extremely important, Handles all processing issues and special projects assigned by the supervisor, Maintains follow-up system for tracking problem issues that are received over the phone. Professional customer service representative with over 3 years of experience in the customer service field. These inquiries are handled by communicating in a clear, concise, and confident manner in order to provide an excellent customer service experience in a fast paced work environment, Ensure that all transactions are submitted in a timely and accurate manner, Resolve all participant inquiries that require research or additional information by utilizing the appropriate resources and provide timely follow up as necessary, Act as a successful team member by being receptive to feedback/coaching, follow all standard operating procedures, display reliability, and have a willingness to develop and consistently improve, 1-2 years customer service experience in a benefits outsourcing call center, Excellent communication skills (both verbal and written), ability to delivery, ability to research, follow up and resolve sensitive issues, proficient in working with web based applications and Microsoft Office, keyboarding (greater than 40 wpm), proficiency with all proprietary/internal systems, fluency in Spanish is a plus, Promote, recommend, and sell Musical products and services utilizing consultative selling techniques to maximize customer satisfaction and results, Articulate the advantages of our company over the competition, Communicate information during the initial call to minimize the need for future contact and escalation, Meet/exceed all performance expectations including products sales, add-on sales, call handling metrics, and quality standards, Practice continuous quality control in the processing of all customer orders to prevent any problems during order fulfillment, Initiate contact with other departments as needed to resolve problems as well as communicating the appropriate information to the customer, Stay informed of current competitive offers and products in order to position company products/services in a confident manner, Successfully attain Level 1 Saba Certification, Provide world class customer service to customers by answering questions, resolving issues and assisting with pharmaceutical and/or medical health transactions, Provide pharmacies, medical facilities, insurance providers and members with routine information regarding effective dates of coverage, claims history, deductible and coinsurance amounts, and general plan benefit information, Address claims related issues, concerns and escalations from insurance providers and/or members, Review, prepare and process pharmaceutical and medical claims, including potential grievance, appeals and coverage determination, Quote and provide information on benefits, medical, prescription, dental and vision member deductibles, maximum out-of-pocket limits, co-pays, co-insurance details and accumulations, Research complex issues for customers, supporting their requests, making outbound calls to provide customers with updates or to gain additional information, At least one year of previous customer service related experience preferred, You will receive strong preference if you have experience working with Medicare, Medicaid, Affordable Act, Commercial, Small/Large Group and/or Pharmaceutical Benefits Management, Excellent communication skills – verbal and written, All new associates start with an afternoon/evening shift that includes four weekdays and either Saturday or Sunday. Is willing to assist others when necessary or when assistance is apparent and acknowledges that all duties are shared in order to promote efficiency in the overall operations of the practice. Robert M. Tate 2382 Bagwell Avenue, Ocala, Florida 34471 robert.tate@email.com (352) 603 3687. Ability to recommend products/services to meet the customer's needs. For businesses of any size, including small businesses, the call center represents the hub of customer contact and relationship building. Takes messages utilizing appropriate forms in a legible and accurate manner, Maintains a positive and professional working relationship with all ambulatory personnel. Keeps equipment operational by following established procedures and reporting malfunctions, Provides requested information regarding policies and procedures, terms and programs relating to service area to clients and customers, Provides assistance to other departments, as directed, Identify customer needs and interpret the Motor Vehicle Code, policies, and procedures to the customer’s level of comprehension, Neutralize challenging or escalated customer situations, Show empathy for customers’ problems and resolve issues by taking appropriate action; research and resolve customer disputes and inquires, Present a professional and courteous image to represent customer-focused PennDOT standards, Use proactive listening skills and probing techniques to better understand the customers’ perspectives, behaviors, and motivations, Balance quality and quantity; provide information accurately and professionally in a timely fashion in order to assist the maximum number of customers, Maintain required confidentiality of driver license and motor vehicle records, Monitor, evaluate, and adapt behavior to respond to a variety of ages, ethnic, and cultural backgrounds, Display a positive attitude while meeting or exceeding the demands of a given situation, task, or performance standard, Remain calm and professional during stressful circumstances, Conduct self in a manner that maintains harmonious working relationships, Act with integrity and professionalism at all times, Minimum one year customer service in a call center environment, or two years of general customer service, Experience solving complex and escalated customer situations, Intermediate to advanced computer skills; IS400 experience is a plus, Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, Keep records of customer interactions, process customer accounts and file documents, Obtains, confirms, and interprets necessary data and correctly conveys verbally such, through the use of the telephone and the PC.
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