JOB DESCRIPTION

Job Family: Administrative Support / Clerical
Job Function: Call Center
Job Title: Sr. Customer Service Representative (Medical)
Pay Band: 4
FLSA Status: Non-Exempt

General Description (Purpose and Function):
Assists customers and provides information in response to basic customer inquiries. Handles and resolves simple
issues or questions. Resolves issues face-to-face, by telephone, email, fax or mail.

Primary Duties and Responsibilities:
     Confers with customers by telephone or in person to provide information or obtain details of issues.
     Keeps records of customer interactions or transactions, recording details of inquiries, complaints, or
       comments, as well as actions taken.
     Obtains and examines all relevant information to assess validity of complaints and to determine possible
     Contacts customers to respond to inquiries and notifies them of investigation results or any planned
     Checks to ensure that appropriate changes were made to resolve customers' issues and/or questions.
     Escalates and refers customer grievances to designated supervisor for further investigation as appropriate.
     Other duties as assigned.

Knowledge, Skills, and Abilities:
    Knowledge of principles and processes for providing customer services, assessment, quality standards for
      services, and evaluation of customer satisfaction.
    Strong interpersonal, communication and listening skills.
    Proactive in being service-oriented.
    Ability to handle high stress environments.

Education Requirements (Essential Requirements):
    High School education

Work Experience Requirements (Essential Requirements):
    Three years relevant work experience.

Job descriptions are not intended, and should not be construed to be an exhaustive lists of all responsibilities, skills, and efforts or working conditions
associated with a job. Management reserves the right to revise duties as needed.

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