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Customer Service Trainee

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Listing Info

Requisition Number 13-0403
Post Date 3/29/2013

State NY

Description This position is for a newly hired/transferred employee into the Customer Service Department. The employee must successfully complete the Customer Service training program. This includes satisfactory attendance, demonstrated comprehension of the materials covered and adherence to company policies and procedures. Upon completion of training program; resolves customer inquiries via telephone regarding plan benefits, claim payments and denials, and eligibility in accordance with custom designed benefit plans.

Essential Responsibilities/Accountabilities

Participates in training needed to learn regulations, software systems, policies and procedures, and develops skills to accurately fulfill requirements of the job.

Researches and responds to inquiries via telephone from internal and external customers in accordance with custom designed benefit plans.

Acts as a liaison between customers, internal departments, vendors, and business associates.

Adheres to all Customer Service policies and procedures.

Consistently demonstrates high standards of integrity by supporting the EBS-RMSCO's mission and values and adhering to the Corporate Code of Conduct.

Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.

Regular and reliable attendance is expected and required.

Performs other duties as assigned by Management.

Requirements . Associate's degree in Business Administration or related field or equivalent combination of relevant education and experience in dealing with the public in a customer service oriented capacity.

Ability to multi-task in a fast-paced environment while maintaining high accuracy.

Excellent oral, written, and listening skills.

Capability to handle stressful situations in a professional manner.

PC skills required.

Work occasional overtime as required to meet business needs.

Ability to respond to all inquiries in a calm, polite, professional manner.

Demonstrate steady growth towards and the ability to meet set statistical performance measures by gradually decreasing the length of each call and increasing the call volume.

Physical Requirements

Must be able to function for long periods of time sitting at a desk using a keyboard.
Will need the ability to use a headset to listen to customer conversations.
In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.