Highmark Health Lead Customer Service Representative in Pittsburgh, Pennsylvania

Description

JOB SUMMARY

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).

ESSENTIAL RESPONSIBILITIES

  • 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.

EDUCATION

Required

  • High School Diploma/GED

Substitutions

  • None

Preferred

  • None

EXPERIENCE

Required

  • 5 years of related, progressive experience

Preferred

  • None

LICENSES AND CERTIFICATIONS

Required

  • None

Preferred

  • None

SKILLS

  • 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)

None

TRAVEL REQUIREMENT:

0% - 25%

PHYSICAL, MENTAL DEMANDS AND WORKING CONDITIONS

Position Type

Office-Based

Teaches/Trains others regularly

Occasionally

Physical Work Site Required

No

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

REQNUMBER: J135346

Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity