Call Center Specialist
Current• Maintains excellent customer service standards to ensure customer satisfaction.• Serves as the primary point of contact for worksite employees relative to their personal health related benefits, web support and/or 401(k).• Works as a team member to maintain the highest level of customer service quality and productivity.• Determines client and/or employee needs, responds accordingly and evaluates calls to personalize each interaction. Ultimately responsible for ensuring correct correlation between inquiry and solution as well as providing accurate information.• Documents, forwards, as needed, and follows-up on issues that require supplemental support for resolution.• Documents, as designated by Contact Center management, all calls, issues and resolutions in OneVoice for confirmation and purposes of interaction.• Follows all rules and regulations as it applies to HIPAA in a professional manner and maintains compliance with training requirements in regards to HIPAA regulations.• Maintains compliance in all employee/employer regulations as required.Uses sound troubleshooting skills as well as coordinates with others to resolve customer issues in a timely and efficient manner.• Observes the tele-boards to ensure all calls are answered as expeditiously as possible.• Provides back-up support to other inbound call queues as required, based on call volume.
