Associate customer service rep

Job ID: J119723
Company: Highmark Inc
Location: Camp Hill, PA, United States
Full/Part Time: Full time
Job Type: Regular
Posted at: Apr 3, 2018

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Description

JOB SUMMARY 
This job resolves standard and occasional non-standard customer inquiries, comments, and concerns by applying a seamless and positive customer experience gained through many recurring cycles of on the job work engagement.

ESSENTIAL RESPONSIBILITIES 


•    Engages with customers in a confident and compelling manner, performing the full range of customer service duties and responsibilities, as assigned.
•    Strives to resolve customer concerns in a single interaction via telephone, written, or face to face communication.
•    Responds to a diverse set of customers with an equal level of confidence regardless of the issue at hand.
•    Works independently of support from a senior customer service representative, frequently utilizing the knowledge center, answering customer inquiries.
•    Routinely responds to customers with an in-depth product knowledge achieved through a continuously improving set of listening, analysis, quality focus, problem solving, and documentation skills.
•    Consistently exceeds results for internal adherence, efficiency, and inquiry timeliness.
•    Resolves standard and frequently non-routine, limited impact, customer inquiries, comments, and concerns with the most limited escalation consistent with company policies and processes.
•    Other duties as assigned or requested.

REQUIRED EDUCATION

High School Diploma/GED 

Substitutions 
No Substitutions

PREFERRED EDUCATION
Not Selected

EXPERIENCE
Minimum: 


•    1-3 years experience in customer service or call center environment

Preferred:

None
 
SKILLS 


•    Applies in-depth product knowledge obtained through ongoing cycles of working with routine and non-routine subject matter
•    Regardless of recurring and routine customer inquiries, comments, and concerns, approaches each and every interaction with superior listening skills
•    Multi-tasks with a high level of efficiency yet treats every customer as the most important during the interaction so as not to leave the customer with a hurried impression
•    Ability to ask effective probing and/or open and closed ended questions that will help in issue resolution in a conversational manner with customers, using verbal clues and system tools to develop tailored recommendations for the customer
•    Ability to master initial training competencies while demonstrating the ability to learn additional competencies through additional training
•    Ability to de-escalate challenging customer inquiries, comments, and concerns while delivering necessary information consistent with Company policies and processes

REQUIRED LICENSURE
None


PREFERRED LICENSURE

None

TRAVEL REQUIREMENT: 
0%  - 25%

   

LANGUAGE REQUIREMENT (other than English)?  
None


PHYSICAL, MENTAL DEMANDS AND WORKING CONDITIONS 
(The physical, mental demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential function of their job. Reasonable accommodations will be made when necessary to enable individuals with disabilities to perform the essential duties of the position, to the extent that they do not cause undue hardship). 

Position Type:    Office-Based 


Office-Based Positions
An employee in this position works in an office environment.  The position frequently requires the employee to communicate effectively with others both inside and outside the workplace (e.g., in person, via telephone, via email).  The employee must be able to understand, interpret and analyze data, solve problems, concentrate, and research, use available technological resources and systems (e.g., computers and computer programs), multi-task, prioritize, and meet multiple deadlines to complete essential tasks.  The employee generally works in a fast-paced and frequently stressful environment, must attend work on a regular and reliable basis as well as adhere to all workplace policies, and may be called upon to work outside regular business hours.    

Teaches/Trains others regularly

 Rarely

Travels regularly from the office to various work sites or from site-to-site

Does Not Apply

Works primarily out-of-the office selling products/services (Sales employees)

Does Not Apply

Physical Work Site Required  

No


Most On-The-Road Positions        
An employee in this position may work in a home or company office environment but is also frequently driving to and from various locations to perform the work off-site.  The position frequently requires the employee to communicate effectively with others both inside and outside the workplace (e.g., in person, via telephone, via email).  The employee must be able to understand, interpret and analyze data, solve problems, concentrate, and research, use available technological resources and systems (e.g., computers and computer programs), multi-task, prioritize, and meet multiple deadlines to complete essential tasks.  The employee generally works in a fast-paced and frequently stressful environment, must attend work on a regular and reliable basis as well as adhere to all workplace policies, and may be called upon to work outside regular business hours.    

    
Non-Office-Based Positions

An employee in this position is frequently required to move throughout the workplace, sit, stand and walk, use hands and fingers to hold objects, tools or controls, possess fine motor skills (e.g., to write and operate a computer or to steer transportation equipment), possess gross motor skills (e.g., to carry items), reach with hands and arms, climb stairs and ladders, balance, stoop, kneel crouch and crawl, communicate effectively, and talk and hear. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.  The employee must be able to work in a busy environment where decisions often must be made quickly, must attend work on a regular and reliable basis, must adhere to all workplace policies, and may be called upon to work outside regular business hours.  This work occurs in a [example: warehouse, hospital or provider’s office or mailroom].  

Lifting: up to 10 pounds  

Rarely

Lifting: 10 to 25 pounds

Rarely

Lifting: 25 to 50 pounds    

Rarely

ADDITIONAL INFORMATION
Changes Approved By:    

Melanie Lysne

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity (http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf)
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.
For accommodation requests, please call HR Services at 844-242-HR4U or visit HR Services Online at HRServices@highmarkhealth.org

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