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Customer Service Specialist
Location:
Coral Gables, FL
Description:
The Customer Service Specialist works with and reports to the Customer Service Manager. The position is located in Coral Gables, Florida. MUST be able to speak, read, write, communicate and understand English as primary language.. Can be bilingual but Spanish is not required as the second language, simply preferred. This position does NOT REQUIRE a second language. The person in this position is the first to interact with our customers by answering incoming calls from the customer service and claims call queues. The Customer Service Specialist takes on a wide variety of tasks, all of which involve supporting the company's operations and products. They will interact with customers and build and maintain relationships while providing exceptional customer service. In this role you have the ability, and are strongly encouraged to, advance levels within the department. Each level achieved results in increased pay. Knowledge Checks and minimum qualifications are required for advancement. JOB DUTIES AND RESPONSIBILITIES: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Answer incoming calls. Identify and document the needs of customers utilizing all tools available. Demonstrate excellent phone etiquette. Use verbal and written communication skills to obtain clear and concise details of the customer's inquiry. Clearly and precisely document all customer inquiries. Meet or exceed set performance metrics. Learn and have a clear understanding of the how the business processes within MWG function and interact (includes various departments, insurance carriers, brokers/agents, and group contacts). Route calls to appropriate resources when needed. Utilize MWG Administrators Policy Administration Systems to verify eligibility and review members accounts based on the policy assigned. Recognize and resolve customer issues by following standard operating procedures and clearly explaining the process to the customer by confirming their understanding. Identify and escalate issues to supervisors as needed. Perform Follow-up on customer calls when necessary and complete the daily review of assigned voicemails. Perform other duties as assigned by the Department Manager. WORKING ENVIRONMENT REQUIREMENTS: Must be able to perform in a very high paced environment and be flexible to multi-task or handle multiple interruptions. Must be able to work independently with excellent time management skills. Must have strong written and verbal communication, interpersonal, and relationship building skills. Must be able to handle stressful situations appropriately. Must be able to maintain confidentiality and privacy in every aspect of the job. Must be knowledgeable of customer service practices and principles. Must have excellent problem-solving skills along with keen attention to details. Must have excellent data-entry and typing skills Must be able to exhibit excellent phone etiquette and professionalism. Must be willing to learn and be knowledgeable of MWG products and services. Must understand and adhere to each department's policies and procedures within the TPA. EXPERIENCE & EDUCATION REQUIREMENTS: High School Diploma required; Associates or bachelor's degree is preferred. Must have previous customer service experience; previous Call Center experience is a plus. Must have excellent computer skills with experience in Microsoft Tools. Must be able to work well under pressure with multiple priorities and meet deadlines while maintaining a strong attention to detail. JOB ESSENTIAL REQUIREMENTS: The following are job functions that an employee must be capable of performing with or without reasonable accommodation . Must be able to work as scheduled in an assigned shift (8:00 A.M.-5:00 P.M) Must possess sight and hearing senses or use prosthetics that will enable these senses to function adequately so that the requirements of the position as stated above can be fully met. Must be able to bend, stretch, reach, and sit or stand at a desk during 85 % of the working day. Must be able to remain stationary at workstation for extended times and/or walk throughout the area. Will require significant viewing and usage of computers and computer screens. MWG is an Equal Opportunity Employer, committed to the principles of the EEOC. All employment decisions are based upon each person's qualifications, abilities, and performance. Our company works to provide an environment where human dignity prevails and all employees and applicants for employment receive equal consideration and fair treatment, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Company:
Morgan White Group
Posted:
December 26 2023 on ApplicantPro
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More About this Listing: Customer Service Specialist
Customer Service Specialist is a Customer Service Customer Service Representative Job at Morgan White Group located in Coral Gables FL. Find other listings like Customer Service Specialist by searching Oodle for Customer Service Customer Service Representative Jobs.
Customer Service Specialist is a Customer Service Customer Service Representative Job at Morgan White Group located in Coral Gables FL. Find other listings like Customer Service Specialist by searching Oodle for Customer Service Customer Service Representative Jobs.