Performance Outcomes

Service Expectations

• Respond to calls, emails and/or chats from members, coworkers, or other internal/external customers

• Be an advocate for our customers and be an empathetic problem-solver in all customer interactions.

• Answering the phone, email and/or chat in a timely, welcoming, and professional manner

First Call Resolution

• Obtain all information and update the membership timely and accurately

• Accurately educate members on their benefits and answer member inquiries within the company guidelines

• Provide all information necessary preventing the member from having to follow-up regarding the same questions and/or concerns

Performance Expectations

• Maintain minimum KPI targets which include:

• Quality

• Average Talk Time

• Average After Call Work

• Average Non-Productive Time

• Other KPIs within Customer Care

• Maintaining excellent punctuality and attendance

Education, Knowledge, and Experience

• Highschool diploma or equivalent required

• 1 or more years of customer service experience preferred

• Prior contact center experience preferred

• Strong computer knowledge

• Types a minimum of 35 WPM

• Innate understanding of customer service, with a strong sense for delivering superior service to customers

• Ability to work in a fast-paced environment, to manage high pressure situations, and to be flexible and adaptable when a situation requires it

• Demonstrates strong written and verbal communication

• Strong phone etiquette and active listening skills

• Ability to multi-task, prioritize and manage time effectively

• Positive professional attitude and team player

FLSA (Fair Labor Standards Act) Status

• Non-Exempt, Overtime may be required

Physical and Mental Requirements/Work Environment

The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods sitting or standing at a desk and working on a computer

• Must be able to regularly lift, carry, and otherwise move up to 15 pounds at times and occasionally up to 30 pounds

• The ability to frequently, physically move between departments/floors

• While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms.