.Handle customer service inquiries and problems associated with the servicing of the company's client database.- Answer routine service calls and logs them appropriately on the computer system.- Explain all benefits, services, and claims/reimbursement procedures.- Understand the various computer screens and how to utilize them effectively.- Interfaces with customers, clients, and vendors, and escalates areas of concern to the appropriated supervisory staff.- Attends assigned training sessions for further improvement in client and customer satisfaction, client information, and job performance.- Adheres to all company and specific company and client policies and procedures.- Completes and work as assigned by the company, client, or supervisor/team leader.- Determine charges for services requested, collect deposits or payments, or arrange for billing.- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions, are taken.- Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes; Refer unresolved customer grievances to designated departments for further investigation.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
**Competencies**:- Service-Oriented - shows excitement and love of service to the customer; is easily accessible, anticipates wants, needs, and expectations and seeks ways to exceed them and/or add value; gives the highest priority to addressing complaints.
Serves each person in the internal customer chain; keeps promises, works as an interdependent team to focus on external customers.- Fast & Flexible - Maintains a sense of urgency to complete tasks; works and collaborates in a dynamic environment; anticipates changes in the environment or circumstances and adapts accordingly.- Focus on Results - Provides persistent focus on quality and continuous improvement and results; measures communicate and manages key performance/profit levels; executes quickly.- Resiliency - Bounces back fast from disappointments and setbacks while remaining optimistic; accepts criticism and does not take it personally; maintains a high energylevel and works well under pressure; learns from both successes and failures.- Teamwork & Collaboration - Encourages collaboration and teamwork among people; shares information across and between groups; creates a sense of ownership in problem-solving by encouraging the philosophy that if there is a problem, we all own it.
Encourages open discussion of ideas and opinions; listens to concerns expressed without getting defensive; works for the good of the total organization, not just own area; consult with people before making a major change that will affect them