Customer Service Professional – Group Benefits

The Role:

As a Customer Service Professional, you will be responsible for managing all aspects of customer service and addressing customer needs through inbound phone, email, online chat and at times outbound follow- up services, all pertaining to group plan insurance benefits. Customers may be internal or external, with requests of varying degrees of complexity.

• Inbound Calls: about 50 calls per day, with the goal of 10 minutes or under on each call/
• Providing timely, accurate responses to those requesting information on products and service offerings
• Troubleshooting plan member system and plan queries
• Will be measured against KPIs
• Average handle time including talk time, hold time and after call work)
• NPS – Customer Satisfaction
• Quality, Accuracy, and Compliance
• First call resolution
• Repeat calls
• Transfer rates
• Schedule adherence

Example of a call: Why was the claim declined, or only partial paid?

Goal: Quickly navigate the source documents to gather the right information and successfully support the customer

MUST Have:

All candidates must have 2 years of overall customer service experience.

o A+ Candidate = Has recent insurance call center experience

o A Candidate = Has call center experience

o B Candidate = Medical office CSR experience handling insurance claims

o B Candidate = CSR experience in a professional office environment

• Proven experience to dedicate to a role and learn new products/processes (1+ year in a role)
• Previous experience with technology and navigating multiple systems
• High School Diploma
• Ability to go into the office 3 days a week

Skills

Customer service, customer service skills, customer service oriented, insurance, benefits, Call center, Troubleshooting, Customer support

Top Skills Details

Customer service, customer service skills, customer service oriented

Experience Level

Entry Level

Pay and Benefits

The pay range for this position is $20.00 – $22.00/hr.

Workplace Type

This is a hybrid position in Halifax,NS.

À propos de TEKsystems et TEKsystems Global Services

Nous sommes un fournisseur de services aux entreprises et de technologies. Nous accélérons la transformation de nos clients. Notre compétence en stratégie, conception, exécution et opérations libère la valeur de l’entreprise par un éventail de solutions. Nous sommes une équipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amérique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacités full-stack et notre rythme. Nous sommes des penseurs stratégiques, des collaborateurs pratiques qui aident les clients à exploiter le changement et maîtriser le dynamisme de la technologie. Nous bâtissons le futur en livrant les résultats et en créant un impact positif dans nos communautés mondiales. TEKsystems et TEKsystems Global Services sont des entreprises d’Allegis Group. Découvrez d’autres informations à TEKsystems.com.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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