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Customer Service Representative

Dahl Consulting

This is a Full-time position in Minneapolis, MN posted April 14, 2021.

Health Plan Specialist

Location: Minnetonka, MN- 100% remote to start

Pay: $17/hr

Duration: (temp-to-hire) 3 month contract to start, strong potential to get hired on  

 

Job Duties:

  • Assist members with questions about billing, benefits, enrollment and claim inquiries
  • Treat customers with respect and courtesy and always act with the customer in mind
  • Represent to the customer in a professional manner
  • Maintain and restore customer relationships with Company
  • Work efficiently by utilizing online tools and resources
  • Resolve customer issues with a high degree of accuracy and timely follow-up to maintain customer trust and satisfaction
  • Provide end-to-end resolution of all issues by maintaining ownership and retaining all documentation to ensure complete, accurate, and timely resolution.
  • Able to work independently while thinking critically
  • Able to problem-solve

Job and Department Expectations:

  • Strong focus on the member experience & clear understanding of Mission
  • Maintain schedule adherence (30 minutes scheduled unpaid lunch and two 15 minute scheduled breaks)
  • Meet attendance guidelines – This is one of the most critical elements of this assignment
  • Meet department Key Performance Indicators (KPI’s)
  • Quality – 100% of calls are recorded; calls are regularly audited for quality assurance
  • Member Surveys – Post-call surveys are required to be offered by all contact center staff following every call
  • Productivity – Average handle time / Calls per hour
  • Attend weekly department meetings 
  • Enjoy working as part of a team and collaborating with peers
  • Have a positive attitude, be engaged, ask questions…and have fun!

Minimum Requirements:

  • At least 1 year of prior customer service experience (face-to-face or phone)
  • ?Prior Call Center experience (preferred)
  • Proficiency in using multi-screen workstations, using multiple applications simultaneously, MS Office applications
  • Excellent prior attendance history
  • Flexibility with schedule and working occasional weekend hours
  • Critical-thinking skills, and a keen ability to show empathy, problem solve, and explain complex situations
  • All candidates must be able to adhere to attendance requirements for training and their scheduled shift
  • All candidates must be able to maintain a professional work environment without distraction from family members, roommates, and/or pets
  • Internet speed tests will be required for all candidate submittals
  • Scores must be included in the candidate submittal by saving the screenshot and attaching the results (similar to resume) 

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