Customer Service

Job Reference ID:  12450 Category: Customer Service Duration:  2 Months City, ST:  Linthicum, Maryland Country:  United States

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Description:
WORK SCHEDULE: 9-6pm. Position Summary/Mission Places outbound calls that are predominantly
routine in nature, but may require deviation from standard scripts and procedures
based on individual account situations. Utilizes system applications for tracking,
information gathering and/or troubleshooting. Fundamental Components and Physical
Requirements include but are not limited to: • Researches member files using a variety
of systems and references to obtain appropriate background information used in conducting
First Call Resolution surveys; answers questions and resolves issues related to
survey calls. (Required) • Records survey responses in the First Call Resolution
(FCR) Access Database. Ensures FCR reports in the database are maintained and resolved.
(Required) • Performs service recovery for the member and documents actions taken
and required follow-up to resolve situation. (Required) • Escalates issues accordingly
when further action requires secondary sources or more senior staff. (Required)
• May process claims or take inbound calls when applicable/authorized. (Required)
• Collects and provides data to management for root cause analysis improving FCR/SAT
for developing trends not captured through the FCR database. (Required) • Completes
all required documentation in the database associated with survey input (including
reason codes, complaints, etc.). Documentation efforts also include MSW / HMO Event
tracking. (Required) • Exhibits Customer Service Representative behaviors and Competencies
Background/Experience Desired • Experience in a production environment • Customer
Service experience in a transaction based environment such as a call center or retail
location preferred. Education and Certification Requirements High School or GED
equivalent. Additional Information (situational competencies, skills, work location
requirements, etc.) • Analytical skills. • Ability to maintain accuracy and production
standards. • Technical skills. • Oral and written communication skills. • Problem
solving skills. • Negotiation skills.

Job Created: Mon Jul 27 2009 11:00:53 AM
Last Modified: Mon Nov 16 2009 09:43:20 AM