Job Description

CUSTOMER SERVICE REPRESENTATIVE II (CSR II) The CSR II embodies the core values of SaviLinx:

• Makes every Interaction Count
• Acts with Respect and Integrity
• Demonstrates Passion for Continuous Improvement
• Worthy of Trust from all Stakeholders

JOB LOCATION: Lawrence, MA (Work from Home)

JOB DESCRIPTION SUMMARY/OBJECTIVE: The Customer Service Representative II is responsible for providing English-only customer service support through a variety of platforms.

DUTIES/RESPONSIBILITIES: • Coordinates claims electronically and via telephone. • Handles eligibility inquiries and all lines of business. • Meets established goals for call center metrics in Service Level Agreement (SLA) goals and Quality. • Ensures first call resolution through problem solving and effective call/email/chat handling. • Meets demands for privacy, confidentiality, precision. • Documents all customer information, communications in Customer Relationship Management (CRM) system. • Maintains a working knowledge of our clients’ requirements using a Knowledge Base. • Provides mentoring, training, and development to other CSRs as needed.

QUALIFICATIONS: • Flexibility to work variable days and hours • 18 years of age or older • Demonstrated success in customer service work via phone, email, chat, or in person • High school diploma or equivalent • Excellent organizational, written, and oral communication skills • Computer proficiency with the ability to navigate between multiple computer screens/programs while talking with the customer • Customer service oriented (empathetic, responsive, patient, and conscientious)

OTHER DUTIES: • Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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