Job Description

JOB SUMMARY

• Answer incoming calls that frequently result in limited downtime between calls.
• Independently research correct answers to customer questions within the provided online database.
• Accurately notate all accounts per protocol.
• Maintain strong knowledge of products, FAQs, and processing steps.
• Provide efficient, courteous customer service in a fast-paced environment.
• Professionally handle disgruntled or rude customers per protocol.

EXCELLENT TOTAL VALUE BENEFITS

• Medical, Dental, Vision & Aflac Insurance Plans
• 6 paid Yearly Holidays
• Paid Vacation Leave
• Paid Sick Leave
• Retirement Plan with Employer Contribution
• Referral Bonus Program

ESSENTIAL DUTIES/RESPONSIBILITIES

• Answer inbound and/or place outbound calls professionally.
• Respond to customer inquiries.
• Research required information using available resources.
• Provide customers with product and service information.
• Enter customer information.
• Process orders, forms and applications.
• Identify and and escalate priority issues, including complaints.
• calls to appropriate resource.
• Follow up customer calls when necessary.
• Route call logs and any required forms.
• Adhere to scheduled log times into computer and accepting calls.
• Protect all personal health or financial information at all times.

THIS MAY NOT CONSTITUTE AN ENTIRE LIST OF DUTIES

REQUIRED EDUCATION AND EXPERIENCE

HS/GED

PREFERRED EDUCATION AND EXPERIENCE

• Proficient in quickly researching, understanding, and communicating
• information found online.
• Know how to deliver friendly, professional customer service to callers.
• Ability to listen to callers and accurately and quickly type information
• the same time. (Multitasking)
• Ability to quickly learn and adapt to required administrative protocol.
• Excellent active listening and interpersonal skills, even if caller is rude.
• Excellent verbal and written communication skills with emphasis on
• for detail as needed.
• attention to detail and organizational skills.
• The ability to treat each caller as an individual and provide a great
• experience.
• Must have a "can do" attitude, strong work ethic, and ability to keep a
• head during busy call times.
• Ability to professionally handle a rude caller, recover, and move on.
• Ability to handle high call volumes during peak times and make
• recommendations to customers.
• to work and research answers independently.

ADDITIONAL ELIGIBILITY QUALIFICATIONS

•  Requires background check & successful score on HIPAA exam.
• Monday to Friday 8 am to 8 pm , shifts may vary 
• Must have good customer service skills
• Must have reliable transportation

TOOLS AND EQUIPMENT USED

Computers, Monitors, Phone, Headset 

PHYSICAL DEMANDS

Must be able to sit for long periods of time

WE ARE AN EQUAL OPPORTUNITY EMPLOYER AND ALL QUALIFIED APPLICANTS WILL RECEIVE CONSIDERATION FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGION, SEX, AGE, NATIONAL ORIGIN, DISABILITY STATUS, PROTECTED VETERAN STATUS, OR ANY OTHER CHARACTERISTIC PROTECTED BY LAW. BDI IS A VEVRAA FEDERAL CONTRACTOR.