Customer Service Representative

Highmark Health • Des Moines, IA • 2h 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:

$19.66

Pay Range Maximum:

$27.42

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: J284578

Similar Jobs

Corporate Sales Manager (Remote)

American Express Global Business Travel • Des Moines, IA • 5h ago

Management & Administrative

Amex GBT is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry. We're here to help our colleagues achieve success and offer an inclusive...

5h ago

Go to Apply

Customer Service Representative III

Serco • Des Moines, IA • 7h ago

Management & Administrative

Position Description & Qualifications If you love a high energy and fast-paced environment - Serco has a great opportunity for you! The Customer Service Representative will be on a dynamic team, supporting customers...

7h ago

Go to Apply

Customer Service Representative III

Serco • Des Moines, IA • 7h ago

Management & Administrative

7h ago

Go to Apply

Manager, Medicaid Value-Based Care Operations

CVS Health • Des Moines, IA • 7h ago

Management & Administrative

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate...

7h ago

Go to Apply

Strategic Proposal Strategy & Operations Manager

WM • Des Moines, IA • 8h ago

Management & Administrative

I. Job Summary Leads the Proposal and Contract Strategy function within the Area, driving successful municipal proposal responses, contract renewals, franchise retention, and revenue growth initiatives. Responsible for b...

8h ago

Go to Apply

Access Services Rep 1 (remote)

Baylor Scott & White Health • Des Moines, IA • 8h ago

Management & Administrative

About Us Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott & White is the largest not-for-profit healthcare system in Texas that empowers yo...

8h ago

Go to Apply

ACCOUNT MANAGER II - INSIDE PUB SEC

Lumen • Des Moines, IA • 8h ago

Management & Administrative

Lumen is the trusted network for the AI-powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high-performance connectivity across cloud,...

8h ago

Go to Apply

Market Grill Clerk

Hy-Vee Food Stores • Des Moines, IA • 12h ago

Management & Administrative

Additional Considerations (if any): - At Hy-Vee our people are our strength. We promise "a helpful smile in every aisle" and those smiles can only come from a workforce that is fully engaged and committed to supporting o...

12h ago

Go to Apply

Performance Marketing Consultant

Cardinal Health • Des Moines, IA • 12h ago

Management & Administrative

Overview OptiFreight® Logistics, a leader in healthcare logistics optimization, is seeking a strategic, data-driven Performance Marketing Consultant to drive awareness, lifecycle growth, pipeline, and revenue growth acro...

12h ago

Go to Apply

Customer Service Representative

TEKsystems • West Des Moines, IA • 1d ago

Management & Administrative

Description Answer incoming phone calls from members covered by our client company health benefit plans and identify the @type of assistance the customer needs Make outbound calls to members about their claims Investigat...

1d ago

Go to Apply

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