Black Turtle Services, Inc. Customer Service Representative in Sandy, Utah

Customer Service Representative

Operations – Sandy, Utah

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Department Operations

Employment Type Full -Time

Minimum Experience Entry-level

SUMMARY

Customer Service Representatives (CSRs) will answer in-bound customer service calls , no sales involved. The CSRs use basic office equipment and technology such as telephones, email, and web browsers to perform their duties. Our system requires training across multiple systems and use of these systems on a daily basis. To provide the best customer service all responses are heavily scripted and must be read word for word.

JOB RESPONSIBILITIES

  • Answer inbound customer service calls

  • Navigate to the appropriate pre-scripted responses which they must read verbatim to provide basic general and claims specific information

  • Follow established and documented policies and standard operating procedures, such as, filling out timesheets and adhering to privacy rules

  • Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read by the CSR to the caller

  • Refer calls as required

  • May be required to work holidays. Overtime may be required

  • Utilize standard technology such as a telephone, e-mail, and web browser

  • Assist caller with filling out online application and submitting it electronically to plan provider for processing

  • Report problems that occur via the online system so they can be addressed by the appropriate parties

  • Respond to telephone inquiries within the set departmental staffing and time parameters.

  • Perform other related duties as assigned.

SKILLS AND QUALIFICATIONS

  • Must be able to type a minimum of 20 WPM

  • Basic computer knowledge

  • Ability to navigate multiple screens

  • Ability to read and comprehend a script

  • Friendly, empathetic phone presence

  • Ability to sit and speak for extended periods of time

  • Proven ability to work as a member of a team is required

  • Ability to effectively work within established contractual turnaround times required

  • Must be able to speak and read English clearly, professionally and fluently

  • Spanish speaking teams available following in-house certification

  • Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks

  • Experience working with a PC and the Windows operating system is required

  • Will be required by contract to undergo program update training as the program changes

EDUCATION AND EXPERIENCE

  • Minimum 6 months customer service/secretarial/telemarketing experience required

  • High School diploma or GED equivalent required

  • *Inbound call center experience a plus

  • *Healthcare customer service/call center experience a plus

Equal Opportunity Employer/Minorities/Women/Veterans/Disabled