Customer Service Representative [p/t]

JOB DESCRIPTION

Summary/Objective

The customer service representative provides effective, courteous customer service by forming a working relationship with internal and external customers through communication via email, mail or telephone with customers or company employees.

Reports to Customer Service Supervisor.

Essential Functions/ Primary Job Duties

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential job functions are the fundamental duties of a position: the things a person holding the job absolutely must be able to do. Essential job functions are used to determine the rights of an employee with a disability under the Americans with Disabilities Act (ADA). Employees are required to complete the essential functions of the job with or without accommodation.

1. Answers patient phone calls, resolving issues in one phone call.

1. Opens ARR inquiries as needed and returns phone calls once ARR is answered to resolve issues in one phone call.

1. Reports collection agency payments right away.

1. Generates correspondence to resolve customer disputes.

1. Documents every phone call.

1. Accepts and performs other work as assigned by Customer Service Lead, Customer Service Supervisor, Regional Business Manager or Executive Team.

1. Required to work scheduled call center hours as scheduled by the CSR Supervisor.

Performance Measures

Performance Measures are what the employee is measured against to show how successful he/she is in this position. Position goals are aligned to organizational goals. Managers can make goals more tangible and make performance reviews more data driven.

Quantitative/Qualitative Data

7 calls per hour.

Score 95% or higher on weekly monitored calls.

Call back requests within 2 business days (based on audit).

Effectiveness Measurement/ Performance of Primary Duties and Requirements

Answers patient phone calls, resolving issues in one phone call.

Opens ARR inquiries as needed and returns phone calls once ARR is answered to resolve issues in one phone call.

Reports collection agency payments right away.

Generates correspondence to resolve customer disputes.

Documents every phone call.

Effectiveness Measures

1 - Are the reporting tools being utilized effectively to evaluate client metrics/health and create courses of action?

2 - When problems are affecting client performance, are the appropriate actions being taken to resolve the issue timely and efficiently (engaging required team members)?

3 - Is communication specific to the performance of their assigned clients/areas consistent and timely?

Competencies

Competency: The combination of observable and measurable knowledge, skills, abilities, and personal attributes that contribute to enhanced employee performance and result in organizational success. These competencies are attached to the performance review.

Competencies

Customer / Client Focus/ Telephone Skills

Technical Capacity

Organizational Skills -Time-management Skills

Supervisory Responsibility

This role has no supervisory responsibilities.

Work Environment

This job works in a home office environment using the standard office equipment of a computer and phone. Employees are required to show proof of home or renters' insurance when working remotely.

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.

This is a sedentary role, sitting and/or standing at a computer for seven (7) plus hours a day.

Position Type and Expected Hours of Work

Days and typical hours of work are Monday through Friday. The head office, located in Reno NV, is open between 6:30 a.m. to 4:45 p.m. (PST).

This position has a set schedule with no flexibility due to the call center hours. Schedules are set by the employee’s supervisor.

Full-time employees must work 40 hours each week. Part-time employees must work at least 20 hours per week and no more than 29 hours per week.

Travel

No travel is expected for this position.