The Agent Support Representative is responsible for interacting with PHS sales agents (internal or external) via telephone, email and voicemail to answer questions and make plan changes where appropriate. The ASR is responsible for providing accurate and courteous assistance to agents in a timely manner. The job requires exceptional customer service skills, analytical thinking, the ability to learn and reference product and policy information that is subject to change and a willingness to provide exceptional work quality while following all policies and procedures of the company. Prior customer service experience is required.
Responsibilities included but not limited to:
· Previous experience in telephone customer service, sales, billing or collections
· Ability to prioritize and multitask
· Positive and professional demeanor
· Ability to build rapport with agents
· Excellent written and verbal communication skills
· Intermediate proficiency in Microsoft Office applications
· Typing/keyboard skills of at least 30 WPM
· Excellent analytical and problem-solving ability, attention to detail
· Strong organizational skills and deadline driven
· Must be a motivated self-starter with a proactive personality who is able to work independently or with a team
In-depth Responsibilities:
· First point of contact for agent’s general questions and needs
· Review agent records for update/change requests
· Plan changes and insured member removals or additions
· Initial (first time) member record payment processing
· Member record date changes
· Agent sales portal support/troubleshooting
· Have flexibility with work schedule assignments
· Learn and answer agent questions relating to PHS product offerings
Skills and Qualifications:
· Minimum of 2 years of experience in customer service call center environment required
· Minimum one (1) year health insurance experience required
· High School Diploma, GED or equivalent experience required
· Demonstrated keyboarding skills and ability to type during call transactions
Job Type: Full-time
Pay: From $47,500.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Experience:
- Customer support: 2 years (Required)
- insurance: 1 year (Required)
Ability to Commute:
- Frisco, TX 75034 (Required)
Ability to Relocate:
- Frisco, TX 75034: Relocate before starting work (Required)
Work Location: In person