Customer Care Representative I-II (Norfolk, VA)

Customer Care Representative I-II

Customer Care Representative I-II Manager will determine level based upon the selected applicant s skillset relative to the qualifications listed for this position. DescriptionLevel I Successfully completed the required basic training able to perform basic job functions with help from co-workers specialists and managers on non-basic issues.Must pass the appropriate pre-employment test battery.Primary duties may include but are not limited to Responds to customer questions via telephone and written correspondence regarding insurance benefits provider contracts eligibility and claims.Analyzes problems and provides information solutions.Operates a PC image station to obtain and extract information documents information activities and changes in the database.Thoroughly documents inquiry outcomes for accurate tracking and analysis.Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.Researches and analyzes data to address operational challenges and customer service issues.Provides external and internal customers with requested information.Under immediate supervision receives and places follow-up telephone calls e-mails to answer customer questions that are routine in nature.Uses computerized systems for tracking information gathering and troubleshooting.Requires limited knowledge of company services products insurance benefits provider contracts and claims.Seeks understands and responds to the needs and expectations of internal and external customers.Required to meet department goals.Level II Responds to customer questions via telephone and written correspondence regarding insurance benefits provider contracts eligibility and claims.Proficient in all basic customer service areas performs some but not all types of moderately complex function.Must be able to successfully perform all the duties of the Customer Care Rep I.Primary duties may include but are not limited to Analyzes problems and provides information solutions.Operates a PC image station to obtain and extract information documents information activities and changes in the database.Thoroughly documents inquiry outcomes for accurate tracking and analysis.Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.Researches and analyzes data to address operational challenges and customer service issues.Provides external and internal customers with requested information.Proficient in all basic customer service functions.Receives and places follow-up telephone calls e-mails to answer customer questions. Inquiries may also be on a walk-in basis.May require deviation from standard practices and procedures with the assistance of a computerized system.Requires general knowledge of company services products insurance benefits provider contracts and claims.Seeks understands and responds to the needs and expectations of internal and external customers.Required to meet department goals and expectations.EOE.M F Disability VeteranQualificationsQualificationsLevel I Requires a HS diploma or GED up to 1 year of previous experience in an automated customer service environment or any combination of education and experience which would provide an equivalent background.Level II Requires a HS diploma or GED 1 to 3 years of experience in an automated customer service environment or any combination of education and experience which would provide an equivalent background.