Humera - Administrative and Professional Staffing

Customer Service Representative

Location
Minnetonka, MN, United States
Salary
Contact For Rate
Posted
Aug 16, 2018
Closes
Aug 27, 2018
Job Type
Employee
Employment Status
Full Time
Humera is looking for qualified candidates to fill multiple Customer Service Rep positions in the Medicare Contact Center - Center for Health Aging (CHA) department at our client located in Minnetonka, MN. This is a long term contract position!

Duties:

  • Supports Medicare member population that has either Individual or Retiree Group coverage with Medica
  • Takes approximately 45 inbound calls per day
  • Assist members with questions about billing, benefits, enrollment and claim inquiries
  • Treat customers with respect and courtesy and always act with the customer in mind
  • Represent Medica to the customer in a professional manner
  • Maintain and restore customer relationships with Medica
  • Work efficiently by utilizing online tools and resources
  • Resolve customer issues with a high degree of accuracy and timely follow-up to maintain customer trust and satisfaction
  • Provide end-to-end resolution of all issues by maintaining ownership and retaining all documentation to ensure complete, accurate, and timely resolution.
  • Able to work independently while thinking critically and have the ability to problem-solve

Requirements:

    Experience:
  • At least 1 year of prior customer service experience (face-to-face or over the phone)
  • Excellent prior attendance history
    Skills/ Abilities:
  • Ability to toggle between multiple applications, internet, and intranet
  • The ability think critically, show empathy, problem solve, and deescalate calls
  • The desire to grow within company
  • Enjoy working as part of a team and collaborating with peers
  • Meet department key performance indicators (KPI's). Examples include:
  • Quality - Calls are regularly monitored and audited for quality assurance
  • Productivity - Average Handle Time / Calls Per Hour

Schedule:

  • Training is 3-4 weeks and the schedule is 8am-5pm
  • All shifts are performance based. (i.e. higher performing contractors get to choose their preferred shifts)
  • After training the shifts will likely be one of the following, however shifts can change over time:
    Between 8:00 am-6:00 pm OR
    Between 12:00 pm-9:00 pm
  • Contractors may also be expected to work some holidays

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