Customer Service Representative

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies.

Job Title: Customer Service Representative

Job Type: Full Time

FLSA Status: Non-Exempt/Hourly

Grade: H

Function/Department: Health Plan and Healthcare Services

Reporting to: Team Lead/Supervisor -Operations

The responsibilities for this position include but are not limited to the following duties:

* Handling a high volume of inbound calls for Healthcare Member and Provider inquiries

* Be able to answer Healthcare Member and Provider inquiries and type information into the computer system simultaneously

* Web camera visibility

Roles & Responsibilities

* Manages calls related to Healthcare Member and Provider inquiries.

* Ensures a positive experience for members.

* Utilizes web cameras for enhanced visibility during interactions.

* Perform other duties as assigned.

Expected/Key Results

* Inquiry accuracy and completeness

* Productivity

* Call resolution

* Overall customer satisfaction

* Call handle time

Qualifications

The qualifications listed below are representative of the background, knowledge, skill, and/or ability required to perform their duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Must have Internet to include a router with Ethernet jack for connectivity to PC

* Internet speed minimal; 50 download/20-25 upload

Must have a private work station to perform your work

Call center experience preferred. Health insurance experience preferred.

High School diploma or equivalent is required.

2 years customer service experience preferred

Minimum typing speed = 30-35 wpm preferred

Substantial understanding of the job, apply knowledge and skills to complete a wide range of tasks.

Excellent written and verbal skills.

Problem-solving skills.

Basic knowledge of personal computers required

Strong reading comprehension and writing skills

Follow established procedures to meet customer needs.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position may work onsite or remotely from home.

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.

Must be able to regularly or frequently talk and hear, sit for prolonged periods, use hands and fingers to type, and use close vision to view and read from a computer screen and/or electronic device. Must be able to occasionally stand and walk, climb stairs, and lift equipment up to 25 pounds.

Firstsource is an Equal Employment Opportunity employer. All employment decisions are based on valid job requirements, without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected under federal, state or local law.

Firstsource also takes Affirmative Action to ensure that minority group individuals, females, protected veterans, and qualified disabled persons are introduced into our workforce and considered for employment and advancement opportunities.