Call Center Customer Service Representative - Chicago, IL

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Job Summary: This position provides customer support to all CignaPlus Savings customers, members, and dental providers. The DP Services Representative is to maintain solid relationships by handling inquiries with knowledge, accuracy and professionalism. This position is responsible for the entire lifecycle of the member; enrollment, fulfillment, service, retention and verifying eligibility to ensure services are discounted at the participating dental provider. The DP Services Representative will use their knowledge and research skills to troubleshoot questions and concerns, to ensure a swift resolution with the highest level of customer satisfaction.

Summary of Essential Functions: Included, but not limited to -
  • Field incoming calls from current members and/or dental providers/offices. Engage and connect with each member to create an exceptional customer service experience
  • Identify, research, and effectively resolve callers issues and concerns in a timely manner
  • Assist customers in finding the right product to fit their needs, and close the sale
  • Utilize retention skills to retain members, ensuring all concerns are resolved to member satisfaction
  • Handle questions, complaints and billing inquiries with the highest degree of quality, courtesy and professionalism using a one-call resolution
  • Follow-up with member inquiries that cannot be resolved in one call
  • Assist members and providers with the online portals, and educate them on plan details such as: added services, discounts, and billing
  • Demonstrate diffusing techniques for difficult or escalated calls
  • Contribute to meeting and exceeding department productivity and quality standards (Service Levels, Average Speed of Answer, Abandon Calls & Quality Scorecard Averages)
  • Recognize, document, and alert manager of trends in calls to ensure practical resolutions
  • Recommend process improvements to continue to provide excellent customer service
  • Complete all assigned tasks before the end of the scheduled shift
  • Adhere to outlined company policies & procedures, and Core Values
  • All other tasks and duties as assigned

Job Qualifications: Minimum Abilities and Skills Required
  • High School Diploma
  • At least one year customer service experience in a fast paced environment with demonstrated commitment to providing exceptional customer support. Customer Retention experience a plus
  • Excellent communication, problem solving, analytical, listening, and organizational skills
  • Intermediate level of PC hardware & software (Windows, Microsoft Word & Excel, and internet browsing)
  • Must be organized, detail oriented, customer focused, self-motivated, and a team player
  • Ability to multi-task and prioritize duties as needed
  • Strong interpersonal skills
  • Must display keen attention to detail
  • Ability to use proper discretion in evaluating and elevating member issues

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