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Brief Description of Duties
The position of "Customer Service Representative (CSR)" is performed at a workstation in a Call Center environment, on a personal computer, the majority of the working day. A CSR will interact with both internal and external customers. Scheduled hours are based on business need and management approval. Business hours are from 8:00 a.m. to 6:00 p.m. (EST).
Job Summary:
Responsible for answering incoming calls and researching and following up on all inquiries made to the Customer Service/Call Center department.
Essential Functions of the Job:
- Ensure that the expectations of American Health Groups clients (and their employees) are consistently met and/or exceeded - by providing consistent quality and professional services to all internal and external customers.
- Support the Customer Service/Call Center team in meeting daily, weekly, and monthly quality and quantity productivity goals.
- Answer all telephone and written inquiries in a professional, courteous, and thorough manner by identifying customers needs and requirements and taking a decisive approach to meet them.
- Follow all verbal and written policies.
Minimum Qualifications or Equivalents:
- Ability to work at workstation (on a computer) the majority of the working day, with or without reasonable accommodations.
- Bachelors degree preferred, or equivalent years of experience.
- Minimum of two years' Customer Service and/or professional work experience preferred.
- Knowledge and experience on a personal computer, with full understanding of keyboard skills (Microsoft Windows-based environment).
- Ability to establish goals, handle and resolve recurring problems, work toward team and individual goals - all with general supervision.
- Demonstrated "attention to detail" skills with a commitment to quality required.
- Demonstrated problem-solving and organizational skills required.
- Demonstrated oral and written communication skills.
- Ability to maintain confidential information required.
(Disclaimer: This job description is not all-inclusive. A complete job description will be given at the time of employment.)
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