Customer Service Rep

Pay Rate: $24 per hour

Summary:

• Location: Tampa, FL
• Work Mode: Remote
• In-office training for about 1 week prior to the role being moved remotely for additional training.
• For outages in internet or power, the candidate is expected to go into the office as needed to prevent disruptions in service.
• Working Hours - 8:30 am - 5:00 pm EST during training.
• Post-training - 9:00 am - 5:30 pm EST. Candidates will need to be flexible within this timeframe.

Responsibilities:

• Handle incoming calls through the claim toll-free lines.
• Provide plan/policy and claim information, assist with submission of claims, and make outbound calls to gather missing information on incomplete claims.
• Conduct research when needed to resolve customer questions or complaints.
• Explain varying plan provisions to customers accurately and in a professional manner.
• Respond to telephone inquiries from insureds regarding specific claim details.
• Understand processes in entire department to assist callers with questions.
• Work closely with the claim analysts and care managers to provide a seamless customer experience.
• Make outbound calls and send letters to customers and providers to research incomplete claims.
• Escalate complaints and potential complaints appropriately.
• Document calls in computer system.
• Complete letters, tasks, and problem-solving for resolution of customer issues.
• Contribute ideas that enhance service quality.
• Perform project work and other related duties as assigned or required.

Requirements:

• High School Diploma.
• Minimum of 2 years' experience with insurance policies, greeting customers, and interpreting policy.
• Basic computer literacy and technical skills.
• Microsoft Office experience required.
• Ability to work independently, multi-task, and think critically.
• Strong problem-solving and analytical skills.
• Comfortable working with multiple priorities in a changing environment.
• Ability to prioritize and maintain quality.

Preferred Skills:

• Associate level or higher degree.
• At least 2 years experience in a direct customer service position preferred.