Customer Service Representative

Highmark Health • Raleigh, NC • 19h ago

Company :

Highmark Inc.

Job Description :

JOB SUMMARY

This job resolves standard and occasional non-standard customer inquiries, comments, and concerns by applying a seamless and positive customer experience gained through many recurring cycles of on the job work engagement.

ESSENTIAL RESPONSIBILITIES

Engages with customers in a confident and compelling manner, performing the full range of customer service duties and responsibilities, as assigned.

Strives to resolve customer concerns in a single interaction via telephone, written, or face to face communication.

Responds to a diverse set of customers with an equal level of confidence regardless of the issue at hand.

Works independently of support from a senior customer service representative, frequently utilizing the knowledge center, answering customer inquiries.

Routinely responds to customers with an in-depth product knowledge achieved through a continuously improving set of listening, analysis, quality focus, problem solving, and documentation skills.

Consistently exceeds results for internal adherence, efficiency, and inquiry timeliness.

Resolves standard and frequently non-routine, limited impact, customer inquiries, comments, and concerns with the most limited escalation consistent with company policies and processes.

Other duties as assigned or requested.

EDUCATION

Required

High School Diploma/GED

Substitutions

None

Preferred

None

EXPERIENCE

Required

1-3 years experience in customer service or call center environment

Preferred

None

LICENSES or CERTIFICATIONS

Required

None

Preferred

None

SKILLS

Applies in-depth product knowledge obtained through ongoing cycles of working with routine and non-routine subject matter

Regardless of recurring and routine customer inquiries, comments, and concerns, approaches each and every interaction with superior listening skills

Multi-tasks with a high level of efficiency yet treats every customer as the most important during the interaction so as not to leave the customer with a hurried impression

Ability to ask effective probing and/or open and closed ended questions that will help in issue resolution in a conversational manner with customers, using verbal clues and system tools to develop tailored recommendations for the customer

Ability to master initial training competencies while demonstrating the ability to learn additional competencies through additional training

Ability to de-escalate challenging customer inquiries, comments, and concerns while delivering necessary information consistent with Company policies and processes

LANGUAGE REQUIREMENT (Other than English)?

None

Travel Requirement

0% - 25%

PHYSICAL, MENTAL DEMANDS AND WORKING CONDITIONS

Position Type

Office-based

Teaches/Trains others regularly

Rarely

Travels regularly from the office to various work sites or from site-to-site

Does Not Apply

Works primarily out-of-the office selling products/services (Sales employees)

Does Not Apply

Physical Work Site Required

Lifting up to 10 pounds

Rarely

Lifting 10 to 25 pound

Rarely

Lifting 25 to 50 pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company's Handbook of Privacy Policies and Practices and Information Security Policy.

Furthermore, it is every employee's responsibility to comply with the company's Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

$19.27

Pay Range Maximum:

$26.88

Base pay is determined by a variety of factors including a candidate's qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the email below.

For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

California Consumer Privacy Act Employees, Contractors, and Applicants Notice

Req ID: J266463

Similar Jobs

Engineering Manager III - Advanced Manufacturing

Fluor • Raleigh, NC • 3h ago

Management & Administrative

At Fluor, we are proud to design and build projects and careers. We are committed to fostering a welcoming and collaborative work environment that encourages big-picture thinking, brings out the best in our employees, an...

3h ago

Go to Apply

Engineering Manager III - Advanced Manufacturing

Fluor • Raleigh, NC • 3h ago

Management & Administrative

3h ago

Go to Apply

Consumer Product Marketing Manager

Meta • Raleigh, NC • 19h ago

Management & Administrative

Summary: Meta is seeking an experienced Product Marketing Manager to join our team. As a Product Marketing Manager at Meta, you will help grow products used by billions of people and businesses all over the world across...

19h ago

Go to Apply

Renewals Account Manager

Trellix • Raleigh, NC • 19h ago

Management & Administrative

Job Title: Renewals Account Manager About Skyhigh Security: Skyhigh Security is a dynamic, fast-paced, cloud company that is a leader in the security industry. Our mission is to protect the world's data, and because of t...

19h ago

Go to Apply

Government Sales Account Manager (Remote - Southwest)

Fujifilm • Raleigh, NC • 19h ago

Management & Administrative

Position Overview The Government Account Manager will be responsible for sales of the Fujifilm Healthcare Americas Corporation's (HCUS) full portfolio (Endoscopy, Modality Solutions, and Medical Informatics) to key Feder...

19h ago

Go to Apply

Consumer Product Marketing Manager

Meta • Raleigh, NC • 20h ago

Management & Administrative

20h ago

Go to Apply

Administrative Assistant

ManpowerGroup • Raleigh, NC • 20h ago

Management & Administrative

Our client, a property management company, is seeking an Administrative Assistant to join their team. As an Administrative Assistant, you will be part of the leasing office supporting the customer service and administrat...

20h ago

Go to Apply

Security Market Development Director - IAM, Google, Microsoft, Service Now, Z-Scaler, Crowdstrike

Accenture • Raleigh, NC • 1d ago

Management & Administrative

We are: We are a global collective of innovators applying the New every day to improve the way the world works and lives. Help us show the world what's possible as you partner with clients to unlock hidden value and deli...

1d ago

Go to Apply

Sales Excellence - Bid Management Manager

Accenture • Raleigh, NC • 1d ago

Management & Administrative

Sales Excellence - Bid Management Manager, L7 Location: Remote Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digita...

1d ago

Go to Apply

Sales Excellence - Bid Management Senior Manager

Accenture • Raleigh, NC • 1d ago

Management & Administrative

Sales Excellence - Bid Management Senior Manager, L6 Location: Remote Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their...

1d ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.