Remote Customer Service- Mass Sales (BCBSMA)

Austin, TX 78728

Posted: 10/27/2021 Industry: Call Center Job Number: 6852 Pay Rate: 0.00

Job Description


Overview of Job Responsibilities

We are is currently looking for new talent to join a growing Product Support and Customer Service Team that services one of our clients in the Healthcare Industry

 
  • Agents will be responsible for receiving inbound customer service calls with the goal of educating callers on what plan(s) best fit their insurance needs. 
  • The goal is to utilize available tools to provide single call resolution and maintaining the utmost in customer satisfaction. 
  • A combination of being a good listener, articulate, flexible, and possessing patience and empathy with a passion for helping others.

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Essential Responsibilities and Deliverables

 
  • Thorough understanding of plans, their benefits and features.
  • Educating callers on what plan(s) best fit their insurance needs in a conversational manner utilizing probing questions.
  • Handle inbound calls in a courteous and efficient manner while utilizing listening and comprehension skills and proper grammar.
  • Provide optimal caller experience by effectively utilizing all resources to ensure single call resolution.
  • Maintain our high standard of professionalism and conduct.
  • Acquire caller and enrollment related information and input all information into multiple tools while multi-tasking with a 99% or greater accuracy rating.

 

Critical Working Relationships
  • Work closely with internal team  and external Consumer customers
  • Accept feedback from Quality Analysts, supervisors, and other sources.

 

Qualifications, Knowledge, and Skills

 
  • Candidate must possess a high school diploma or equivalent
  • Type 35 WPM without errors
  • Basic computer skills
  • Excellent written and verbal communication skills
  • Professional grammar and ability to read and write English
  • Excellent listening and comprehension skills with an attention for detail
  • Multi-tasking (typing while navigating different interfaces and talking)
  • Availability to work flexible shifts including holidays, weekends and evenings

 

Experience/Knowledge/Skills:
  • 1 year or more inbound call center experience
  • Prior medical or health insurance experience
  • Knowledge of medical terminology helpful
  • Former sales experience

 

Measures of Performance

 
  • Agents are held to but not limited to metrics such as schedule adherence, average handle time, quality scores etc.

 

Personal Attributes

 
  • Good analytical and problem-solving skills
  • Ability to sit for long periods of time
  • Ability to work flexible shifts
  • Attention to detail

 

EQUIPMENT QUALIFICATIONS:
  • Laptop/desktop (no older than 3 years), Intel i5 core processor or equivalent AMD Processor
  • Webcam Required
  • No Tablets or Chromebooks
  • Computer Type: PC compatible (no MACs)
  • Minimum OS Version: Windows 10 (with all recent updates)
  • Minimum Processor Speed: 1GHZ (1000MHZ) or better on multi-core processors, 1.4 GHZ (1400MHZ) on single-core processors
  • Minimum RAM: 4GB or greater
  • Minimum Graphic Resolution: 1024× 768
  • Sound card with speakers or headset for training audio (During call processing a headset that is attached to your phone is required)
  • Monitor Size: 17 inches or larger
  • Internet Browser: Internet Explorer 11.0 or higher, Chrome (current version)
  • Internet Connection: DSL, cable, or fiber optic hardwired (no dial-up, satellite, or 4G wireless connections)
  • Internet Speed: High Speed internet access, 10MBPS upload/download minimum
  • Anti-virus Software: Must have a current compatible version installed
  • USB Headset: PC headset, preferably with noise cancelling microphone, no wireless headsets


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