Great Customer Service Job - Chandler
Chandler , Arizona
November 10, 2016
Pay Rate/Salary: $11.50-11.50 / Hour
Are you looking for a fun and relaxed environment to work in? Do you love providing great customer service to others? We have the job for you!

Job title: Customer Service Representative

Pay: $11.50/hour

Location: Chandler, AZ.

Work Hours: Monday through Friday, must be flexible to work an 8-hour shift

6am � 6pm through March 12 th , 2017 (daylight savings)

Position Summary

The CSR answers inbound calls from members and providers, inputs data, and provides a high level of customer service always extending courtesy and professionalism. The CSR handles inbound customer service inquiries and problems via the telephone and email while effectively recording communications accurately and consistently. Calls are predominantly routine, but may require deviation from standard screens, scripts and procedures. CSRs use a computerized system for tracking calls, information gathering, and/or troubleshooting and may assess needs, provide instructions, explain/support programs and identify solutions for call resolution.

A majority of the inbound calls are from members that are eligible for a Silver Sneakers program through specific Medicare plans. Being able to provide program information to our Medicare population using patience and motivation, while providing high-quality customer service is a requirement. Program engagement and education are vital elements to a successful interaction with our members and is highly measured.

Work Culture and Environment

  • Growing company with a unique culture

  • Goal driven organization aimed at promoting healthy aging through fitness, health and wellness

  • Accessible Leadership readily available to assist the team

  • Great, modern facility with open working environment

  • Fun employee activities and rewards

  • Job Responsibilities and Duties:

  • Identify, evaluate and prioritize caller needs, questions and concerns.

  • Formulate plans of resolution and respond appropriately and efficiently.

  • Maintain and/or restore customer satisfaction and partner with other teams as needed.

  • Perform problem analysis and recommend resolutions to the callers in accordance with standard protocol.

  • Proactively educate callers on program benefits.

  • Meet or exceed established call center metrics for attendance, working rate, talk time and call quality.

  • Use computer tools to accurately process and document information.

  • Develop rapport with callers and adjust communication style appropriately.

  • Provide accurate information about Healthways programs and services.

  • Escalate issues internally.

  • Perform other duties as needed.

  • RequirementsEducation and Experience
    � Must have a high school diploma or GED
    � One or more years of experience working in a customer service role required, call center experience preferred

    � Strong customer service skills to support interaction with end users in a pleasant, professional, and courteous manner
    � Ability to articulate ideas clearly and concisely in a variety of settings, adjusting the message to match the audience
    � PC skills with proficiency using Windows and MS Office
    � Strong communication skills, comfortable communicating over the phone
    � Ability to empathize and understand the needs of the customer
    � Strong attention to detail
    � Strong troubleshooting and problem solving skills
    � Proficiency multi-tasking, prioritizing and meeting deadlines

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