Highmark Health Lead Customer Service Representative in Pittsburgh, Pennsylvania
This job handles customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and brokers in a customer service center. Troubleshoots and resolves customer complaints. Ensures that responses to inquiries are completed timely and according to established service and quality standards. Typically acts as a lead (e.g. provides subject-matter direction to and assists in orienting and training other representatives).
Resolvecustomer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner.
Prepareadjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution.
Meetall production, quality, and adherence standards. Attends all required training classes.
Elevateissues to next level of supervision, as appropriate.
Maintainaccurate records, including timekeeping records.
Other duties as assigned or requested.
- High School Diploma/GED
- 5 years of related, progressive experience
LICENSES AND CERTIFICATIONS
Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards
Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally
Ability to take direction and to navigate through multiple systems simultaneously
Ability to maintain composure under stressful and fast-paced conditions
Strong written and verbal communication skills
Ability to communicate complex information in a simple, customer facing way
LANGUAGE REQUIREMENT (Other than English)
0% - 25%
PHYSICAL, MENTAL DEMANDS AND WORKING CONDITIONS
Teaches/Trains others regularly
Physical Work Site Required
Lifting: up to 10 pounds:Rarely
Lifting: 10 to 25 pounds:Rarely
Lifting: 25 to 50 pounds:Rarely
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
Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity