Customer Service Representative

Customer Service Representativeposted:Thursday, June 04, 2020LocationFlorence, South CarolinaIndustryAdministrative & Support Services (Office and Administrative Support Occupations)Job TypeTemp to PermWorking Hours8:00 AM - 5:00 PMSalaryUS11.00 per hourRef. NumberS58933ContactShoemaker,Andrea, SpherionPhone843-6640050Job DescriptionThe Customer Service Representative will manage inbound and outbound calls that are routine in nature, answer inquiries by clarifying desired information; researching, locating, and providing relevant information.Responsibilities:

Manage inbound and outbound calls that are routine in nature, answer inquiries by clarifying desired information; researching, locating, and providing relevant information

Follow procedures and scripts, using fundamental knowledge to navigate information systems and/or CRM system(s)

Navigate to the appropriate pre-scripted responses to provide general and claims specific information and understand when to escalate issues

Accurately update database systems, such as but not limited to Word, Excel, CRM

May assist in the processes required for medical case file creation; including but not limited to data entry and records management, orphan and return mail, replying to emails

Assist other team members in maintaining and collecting sensitive case documents

Aid team members with case file maintenance, including filing, retention, and labeling

Track and escalate case issues, as needed

Review and research escalated case issues and respond in a timely manner

Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests

Effectively transfer misdirected customer requests to an appropriate party

Participate in activities designed to improve customer satisfaction and business performance.

Perform other duties as assigned by management

Meet Quality Assurance, production requirements, and other key performance metrics

Listen attentively to customer needs and concerns; demonstrate empathy

Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity

Working hours: 8:00 AM - 5:00 PMSkills: Proficiency in Microsoft Office (Word and Excel), minimum 1 year customer service / secretarial / telemarketing experience Accurate data entry skills and the ability to type at least 35 keystrokes/minute, must be able to navigate and efficiently use customer relationship management (CRM) systems Utilize standard technology such as a telephone, e-mail, and web browser Great work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment Must possess a professional and friendly attitude and be able to quickly develop rapport with customers over the phone, when needed; excellent organizational, interpersonal, written, and verbal communication skills Excellent listening skills and the ability to ask probing questions, understand concerns and overcome objections; ability to perform comfortably in a fast-paced, deadline-oriented work environment Ability to successfully execute many complex tasks simultaneously Ability to work collectively and independently, as needed.Education:High SchoolExperience:1-4 yearsQualifications:

Ability to obtain appropriate clearance required

Must be able to speak and read English clearly, professionally and fluently

-High school diploma or GED required-At least 6 months of previous call center/phone experience requiredComplete a profile on Spherion Website: http://www.spherion.com/applyUpload an up-to-date resume for review. You may also send your resume to florence@spherion.com.Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, R