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Customer Service Agent

Company: Enterprise Information Services
Location: Harlingen
Posted on: June 6, 2021

Job Description:

Security Clearance required:Cognosante is on a mission to transform our country's healthcare system. We are a health IT Company who helps public sector organizations do everything from strategic consulting and acquisition support to application development, data integration, data standards, and business process operations. Learn how we are making a difference in people's lives today!Job DescriptionCustomer Service Representatives (CSRs) provide exceptional service while answering in-bound consumer inquiries. Use basic office equipment and technology such as telephones, email, and web-based tools to perform duties. CSRs are trained on multiple systems and use these systems daily. To ensure information provided is accurate and consumers have the best possible experience all calls require the use of scripted responses.Position is customer service focused. There are no sales involved.Key Responsibilities:Performing in-bound and outbound customer service support, via phone, email and/or chatRespond to Customer inquiries within the set departmental staffing and time parametersFollow established and documented policies and standard operating procedures, such as completing checklist, escalation request, and documenting account recordsDemonstrate ownership in all facets of both customer and support group interactionsAbility to resolve problems by clarifying issues, researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved issuesProvide quality satisfaction and accuracy in both responses and documentation in all customer and client service inquiresAchieve service level metrics that includes first call resolution, appointment integrity, response time, response accuracyResponsible for following-up, monitoring, and completing commitments to successful outcomes for customers and client providersAdhere to HIPAA privacy lawsComplete and accurately disposition call records for appointment scheduling and capturing of contact informationUtilize standard technology such as a telephone, e-mail, calendar scheduling and web browserNavigate within an online tool to the appropriate responses, record capturing, and fulfillment servicingProvide basic general and claims specific informationIdentify and provide feedback on identified trends and servicing incidentsMay be required to work holidays, evenings, weekends, and overtimePerform other related duties as assignedRequired Qualifications:High School diploma or GED equivalent requiredMinimum 6 months customer service/Help Desk experience preferredFluent in EnglishAbility to speak Spanish fluently is a plusInbound call center experience a plusMust have demonstrated excellent listening, interpersonal and leadership skills and the ability to organize simultaneous tasksParticipate in training and receive certification that all required modules received a passing scorePrevious professional email correspondence experience strongly desiredCandidates that do not meet the required qualifications will not be considered.Additional Minimum Qualifications:Must be able to speak, write and read English clearly, professionally, and fluentlyMust be able to type a minimum of 20 WPMBasic computer knowledge and comfortable navigating a Windows based operating systemFriendly, empathetic phone presenceAbility to sit and speak for extended periods of timeProven ability to build relationships within a teamMust be punctual and committed to assigned scheduleMust demonstrate excellent interpersonal skills and the ability to organize simultaneous tasks Associated topics: agent, answer, call center, client, csr, customer service associate, intern, internship, platform support, service representative

Keywords: Enterprise Information Services, Harlingen , Customer Service Agent, Other , Harlingen, Texas

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