Customer Service Representative II

Job Summary

To enhance customer satisfaction and retention, the full-time remote Customer Service Representative II will manage complex member inquiries, provide accurate information regarding services, and build rapport with members while adhering to compliance guidelines.

Key responsibilities:

• Handle member inquiries related to eligibility, benefits, billing, and claims with professionalism and accuracy
• Document conversations and interactions according to established procedures to ensure compliance and service quality
• Collaborate with internal departments to resolve complex issues and coordinate service recovery as needed

Required qualifications:

• Minimum of 2.5 years of customer service experience, including 6 months as a Customer Service Representative I
• High School Diploma or General Education Diploma (GED) required
• Must pass department-administered Tier II Assessment with a minimum score of 70%
• Strong knowledge of systems used within the Member Service Contact Center
• Ability to manage work independently with minimal direction