Customer Service Agent
GENERAL SUMMARY
A Customer Service Agent (CSA) is responsible for providing customer service via the telephone, while successfully managing a large volume of inbound calls. This includes following communication scripts, handling different topics, and serving as a liaison between our company and its customers. The CSA will combine excellent customer service and problem-solving skills with the ability to work both independently and as part of a team.
The best CSAs are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. They are able to put themselves in our customers' shoes and advocate for them when necessary. They are also skilled at troubleshooting problems on behalf of our customers.
ESSENTIAL FUNCTIONS
Manage incoming calls and customer service inquiries
Identify and assess customers' needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid, and complete information by using the right methods and tools
Meet personal and customer service team call-handling targets
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure the resolution
Ensure thorough call documentation
Follow communication procedures, guidelines, and policies
Go the extra mile to engage customers
Demonstrate exceptional verbal and written communication, interpersonal and active listening skills, and the ability to prioritize issues and respond accordingly
Other duties as assigned
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
High level of dedication, enthusiasm, and motivation
Ability to listen and communicate effectively
Customer orientation and ability to adapt/respond to different types of customers
Ability to multitask, prioritize, and manage time effectively
Ability to maintain composure in high-pressure situations
REQUIRED EDUCATION AND EXPERIENCE
Required Qualifications:
High School Diploma
Exceptional verbal and written communication skills
Strong understanding of company products, policies, and services
Excellent problem-solving skills
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
An understanding and working knowledge of technology (i.e. Microsoft Office suite of products), technology applications, and phone systems
Preferred Qualifications:
Bachelor's degree; or equivalent combination of education and experience
Call center and/or customer service experience
WORK ENVIRONMENT/PHYSICAL DEMANDS
Travel Requirements: N/A
Weight Lifting Requirements: 10 lbs.
Extended periods of sitting at a workstation
RELATIONSHIPS
Reports To: CSA Supervisor
Directly Manages: N/A
Internal Relationships: Functional Areas
External Relationships: Provider, Broker, Group Administrator, and Members