FEP Customer Service Representative
Capital BlueCross
PA
hace 6 días

The Customer Service Representatives ( CSRs ) are the front-line team at Capital Blue Cross ( Capital ) and are responsible for handling all customer inquiries through multiple channels (i.

e., phone, web, electronic, and / or face-to-face) by using material and tools with accuracy and precision. This incumbent will be responsible for effectively presenting and discussing Federal Employees Program ( FEP ) products and services, creating and maintaining positive relationships and for exceeding quality, productivity, and ultimate performance goals.

This incumbent will be required to initially attend a training class in addition to ongoing periodic refresher trainings to service our customers as business needs permit.

Job Duties and Responsibilities :

Customer-Focus :

  • Manage telephone, electronic, and face-to-face interactions professionally, efficiently and with excellent communication skills
  • Effectively present and discuss the FEP products and services to external and internal customers with integrity and understanding and accuracy with every interaction
  • Focus on customer retention through first call resolution of concerns
  • Establish and maintain positive relationships with customers on behalf of the company and FEP by taking personal and complete responsibility for each customer interaction
  • Ensure all customers’ needs are completely met, timely, without elevation if possible
  • Performance standards, business metrics and process improvements :

  • Large emphasis on quality, productivity, adherence, handle time, and not negatively affective and jeopardizing CBC or FEP customer relations, internally and externally
  • Complete ongoing training to stay abreast of FEP products, services and policy changes
  • Improve quality of work on a daily basis by learning and employing new skills or adapting pervious processes to mirror the fit-for-excellence company culture
  • Recognize, document, and alert supervisors of trends in customer calls
  • Conduct self in a manner consistent with the values of the organization
  • Education, Certification, and Licenses :

  • Must have a High School Diploma or GED
  • Bi-lingual (Spanish) a plus
  • Experience in the FEP Line of Business a plus
  • Qualifications :

  • Must be able to build and / or retain excellent customer relationships by presenting a positive and cooperative attitude via multi-channel connections with customers
  • Ability to deliver delightful’ customer service experiences and build customer satisfaction and loyalty with both internal and external customers
  • Ability to actively listen paired with demonstrate empathy for customers
  • Be service and solution oriented by actively looking for ways to help
  • Be patient, stress tolerant and show empathy to customers, both internal and external
  • Must possess a strong attention to detail and an interest in preventing errors
  • Demonstrate critical thinking, problem solving, and decision making abilities
  • Ability to critically observe, analyze, think creatively, and resolve customer complaints
  • Demonstrate ability to be independent, self-sufficient, dependable and professional
  • Demonstrate intrinsic initiative, time management,
  • Ability to effectively de-escalate upset callers with minimal supervisory intervention
  • Demonstrate ability to collaborate with others and work as a member of a team
  • Ability to thrive in a dynamic working environment, multi-task, and adapt quickly
  • Ability to accept feedback, learn, and adapt from guidance to be successful
  • Ability to mentor peer group in best practice standards as well as positively spread continuous changes to processes and the responsive health care environment
  • Have the capacity to up-sell and speak highly of our products and company
  • Have a strong work ethic, passion for our products and our customers’ experiences
  • Foster an inclusive culture of diversity, working well with others
  • Must be able to meet quality, productivity, and behavior expectations
  • Knowledge, Skills, and / or Abilities :

  • Demonstrated competency in computer programs such as internet browsers, Microsoft Outlook, Word, Excel, PowerPoint, and etc.
  • Must possess basic reading and arithmetic skills (reading and math comprehension)
  • Must possess above average verbal and written communication skills
  • Average or above average social and emotional intelligence candidates preferred
  • Experience with customer interaction preferred, but not required
  • Work Environment :

  • Work at Home environment
  • Qualified candidate must be flexible to work varied shift schedules that may span anywhere between 8 : 00 a.m. to 4 : 30 p.m., Monday - Friday
  • Physical Demands :

  • While performing the duties of the job, the employee is frequently required to sit, use hands and fingers, talk, hear, and see
  • The employee must be able to work over 40 hours per week
  • The employee must occasionally lift and / or move up to 5 pounds
  • Key Interfaces :
  • Facets
  • Workflow
  • Microsoft Office (Outlook, Word, Excel, PowerPoint)
  • ERNIE
  • Capital BlueCross is an independent licensee of the BlueCross BlueShield Association. We are an equal opportunity / affirmative action employer and do not discriminate on the basis of race, color, religion, national origin, gender, sexual orientation, gender identity, age, genetic information, physical or mental disability, veteran status, or marital status, or any other status protected by applicable law.

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