The Customer Support Representative (CSR) plays a crucial role in delivering exceptional customer service within a call center environment. As the initial point of contact for our members, the CSR is responsible for effectively resolving issues by blending technical expertise with outstanding interpersonal skills to ensure a positive customer experience. Candidates should have prior experience in an inbound call center, or in the medical and/or insurance sectors.
WHAT YOU'LL DO:
- Works on site with consistent attendance.
- Answers telephone calls using the proper greeting.
- Listens to client's issues and clarifies the question or problem the client needs to find a resolution.
- Provides information necessary to resolve client's inquiry or problem.
- Explains information in layman's terms so that the client understands the information.
- Demonstrates a high degree of empathy and applies customer service techniques to de-escalate situations where the caller is extremely upset.
- Processes routine insurance changes such as adding dependent(s) or spouse, changing a doctor, and change of address.
- Research appropriate documents such as Summary Plan Documents to quote benefit correctly.
- Research information regarding claims.
- Logs all details into the system using proper notation during the call.
- Maintains a high degree of confidentiality and conforms to all applicable HIPAA provisions.
- Maintains excellent attendance and punctuality and adheres to schedule
WHAT YOU'LL BRING:
- Ability to provide effective leadership in all aspects of position.
- Excellent written and verbal communication skills.
- Must be dependable and maintain excellent attendance and punctuality
- Strong analytical skills and problem-solving skills.
- Subject-matter expert within field.
- Ability to keep up with changes in information to Plan documents in order to quote benefits correctly.
- Ability to grow with changing demands of the position and the company.
- Proficient computer skills in Microsoft Office Suite
- Call center experience in a medical/benefits environment highly preferred.
- Medical/Benefits Experience highly preferred.
- UR/Claims/COBRA/FSA/Eligibility Experience preferred.
Language Skills:
Ability to read, speak, and write effectively in English. Ability to interpret documents Such as safety rules, memos, letters, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before customers or employees of organization. Ability to effectively address or resolve customer service issues within
guidelines of the position.
Mathematical Skills:
Ability to add and subtract, multiply and divide with 10's and 100's.
Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit for extended periods in front of a computer. The employee is frequently required to reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and use hands to finger, handle, or feel. The employee may frequently lift and/or
move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. This position requires the employee to work in the office.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Fortuna operates as a staffing agency engaged in sourcing, screening, and presenting potential candidates for employment opportunities on behalf of our clients.
About Fortuna: Founded in 2012, Fortuna brings over 50 years of combined industry experience. Our headquarters is in McClellan, California, with additional offices in Los Angeles, New York, the Philippines, and Israel. We are proud members of various California service agreements and vendor pools.
Apply now to become a valued member of the Fortuna team! www.gofortuna.com
Job Type: Full-time
Pay: $20.00 - $24.00 per hour
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid training
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Application Question(s):
- What Microsoft Office applications are you skilled in?
- What types of call center software applications have you used in previous CSR roles?
Experience:
- Call center: 1 year (Required)
Ability to Commute:
- Folsom, CA 95630 (Required)
Work Location: In person