Customer Service Representative II

Job Summary

Providing exceptional support to members, the full-time Customer Service Representative II will manage complex inquiries and issues remotely, ensuring customer satisfaction and retention through effective communication and problem resolution.

Key responsibilities:

• Handle member inquiries related to eligibility, benefits, billing, and claims while documenting all interactions according to established procedures
• Collaborate with internal and external teams to obtain necessary information and resolve complaints effectively
• Promote compliance with organizational policies and maintain the privacy and confidentiality of member information

Required qualifications:

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