Job Description
THE OPPORTUNITY:
The position is to work onsite at our client as a Customer Support Representative working at their Tallahassee Call Center facility. We are filling multiple positions to begin on August 9th.
Position highlights:
You will work in an Inbound/outbound Call Center providing information to health insurance customers.
The assignment is acting as a Customer Support Representative providing information regarding healthcare benefits to customers. You would need to be available for an 8 hour shift any time between the hours of 8 a.m. to 6 p.m., 5 days a week (Monday to Friday), it pays $16.50/hour or $18.50 per hour for bi-lingual (Spanish). The one hour interview/orientation sessions will be conducted on Saturdays in July. Please submit a resume should you be interested in beginning the screening process.
Once accepted by the customer, we would then enroll you as a W2 employee of Commoneo and begin the necessary background checks.
These contract positions can lead to full time employment offers from the customer directly as well. .
A Problem Resolution Specialist is mainly a secondary customer contact for our Human Resources Outsourcing (HRO) customers with more complex problems/issues. This vital role will provide customer service and problem resolution via inbound calls, outbound calls and/or email.
Essential Functions: · Greet customers in a courteous, friendly, and professional manner using proper policies and procedures. · Listen attentively to customer needs/concerns; demonstrate empathy. · Clarify customer needs through first contact resolution. · Confirm customer understanding of the solution and provide additional customer assistance/education beyond a Problem Resolution Associate (Tier I) scope, as needed. · Prepare and complete accurate work and update customer ticket via system. · Conduct correspondence with customers and team members. · Communicate effectively with individuals/team to ensure high quality and timely expedition of customer requests. · Effectively transfer misdirected customer requests to the appropriate party. · Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. · Participate in activities designed to improve customer satisfaction and business performance. · Frequently use decision-support tools to answer complex questions or to verify subject matter details. · Solve problems that are unstructured and that may require reliance on conceptual thinking. · Provides solutions to issues that are often non-standard/nonroutine and require some clarification.· Maintain a broad knowledge of HR’s services. This role is the Tier II position for the various towers of services, such as Benefits, Organization Management, Human Resources, etc.; therefore, you may be specializing in one knowledge tower or various knowledge towers. · Other duties, as assigned by your immediate supervisor and/or manager.
Key Competencies: · Be Accountable · Solve Problems · Take Ownership · Be Client Centric · Be Effective
Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Position Type/Expected Hours of Work: This is a full-time position. Days and hours of work are Monday through Friday, 8:00 am to 6:00 pm. This position regularly requires long hours and weekend work.
Education and Experience: High School diploma or GED · No previous experience required · Knowledge of basic computer operations · Ability to demonstrate excellent customer service/support skills · Ability to demonstrate excellent written and oral communication skills · Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards · Must have organizational skills, such as the ability to multi-task, set priorities and follow up in a timely manner
Company Description
Service Disabled Contract labor staffing firm specializing in W2 payroll and Independent Contractor Compliance services.