![]() Required Education: High School Diploma or equivalent Required Work Experience: 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience.Work Environment: Typical office environment.Preferred Software and Other Tools: Knowledge of word processing, spreadsheet, and database software. Required Software and Tools: Basic computer operating skills.Ability to learn and operate multiple computer systems effectively and efficiently. Ability to handle confidential or sensitive information with discretion.Ability to handle high stress situations.Strong human relations and organizational skills. Proficient spelling, punctuation, and grammar.Required Skills and Abilities: Excellent verbal and written communication skills.5% Assist with the training of new employees and cross training of coworkers.Maintains all departmental productivity, quality, and timeliness standards. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations.10% Maintains basic knowledge of quality work instructions and company policies.Follows through on complaints until resolved or reports to management as needed. Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management.10% Provides feedback to management regarding customer problems, questions and needs.Responds to, researches and/or assists with priority inquiries and special projects as required by management.Coordinates with other departments to resolve problems. ![]() 15% Initiates or processes adjustments or performs other research as needed to resolve inquiries. Handles situations which may require adaptation of response or extensive research.60% Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries.Performs research as needed to resolve inquiries. Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures. Provides prompt, accurate, thorough, and courteous responses to all customer inquiries.
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