Snapshot of the role:
The Customer Service Representative (CSR) is primarily accountable for resolving customer issues in a manner that minimizes the customer’s time and effort required to achieve resolution and emotionally connects the customer with the client’s brand. The CSR reports to the Team Leader.
Core Responsibilities:
- Show up for assigned shifts and follow scheduled lunches and breaks.
- Care for customers in accordance with ClearSource standards of quality:
o Accuracy – always give only correct information and follow established processes
o Connection – emotionally connect the customer with our client’s brand (this includes empathizing, listening attentively, and providing necessary assurance or resolution to appease the member or provider
o Ease – focus on one-contact resolution while minimizing the customer’s time and effort to resolve the issue
- Attend to all the members’ and providers’ concerns in a timely approach · Formulate and ask relevant and important questions Keenly document the transaction and customer interaction using the approved tools provided by the company
- Follow set processes, protocols, company rules, and team house rules including but not limited to established and implied procedures and instructions given by superiors or clients
- Collaborate with other CSRs, leaders, other departments, or clients to find appropriate solutions
- Utilize Clearsource tools and other resources as needed
- Complete all compliance trainings on time
- Live and teach the ClearSource Core Values (Customer First, Personal Accountability, Humble Courage, Hungry, Happy, and Healthy)
- Perform other duties responsibilities that may be assigned from time to time.
- At least College Level.
- Must have 1 year experience handling Healthcare or Financial account.
- Amenable to work on a graveyard shift.
- Excellent in both written and verbal communication skills.
- Must have primary and back-up internet connection.
- Competitive salary
- Medical and Dental Insurance (With free dependents)
- Group life insurance
- Paid time off (PTO) such as sick days and vacation days
- 13th Month Pay
- Outstanding career growth
- Career growth opportunities
- Passionate, energetic & innovative work culture
- Friendly team driven environment
- Skills and experience development
