Customer Service Representative

Job Opportunity At Highmark Inc.

Job Summary: This job resolves standard and occasional non-standard customer inquiries, comments, and concerns by applying a seamless and positive customer experience gained through many recurring cycles of on the job work engagement.

Essential Responsibilities:

• Engages with customers in a confident and compelling manner, performing the full range of customer service duties and responsibilities, as assigned.
• Strives to resolve customer concerns in a single interaction via telephone, written, or face to face communication.
• Responds to a diverse set of customers with an equal level of confidence regardless of the issue at hand.
• Works independently of support from a senior customer service representative, frequently utilizing the knowledge center, answering customer inquiries.
• Routinely responds to customers with an in-depth product knowledge achieved through a continuously improving set of listening, analysis, quality focus, problem solving, and documentation skills.
• Consistently exceeds results for internal adherence, efficiency, and inquiry timeliness.
• Resolves standard and frequently non-routine, limited impact, customer inquiries, comments, and concerns with the most limited escalation consistent with company policies and processes.
• Other duties as assigned or requested.

Education:

• Required: High School Diploma/GED
• Substitutions: None
• Preferred: None

Experience:

• Required: 1-3 years experience in customer service or call center environment
• Preferred: None

Licenses or Certifications:

• Required: None
• Preferred: None

Skills:

• Applies in-depth product knowledge obtained through ongoing cycles of working with routine and non-routine subject matter
• Regardless of recurring and routine customer inquiries, comments, and concerns, approaches each and every interaction with superior listening skills
• Multi-tasks with a high level of efficiency yet treats every customer as the most important during the interaction so as not to leave the customer with a hurried impression
• Ability to ask effective probing and/or open and closed ended questions that will help in issue resolution in a conversational manner with customers, using verbal clues and system tools to develop tailored recommendations for the customer
• Ability to master initial training competencies while demonstrating the ability to learn additional competencies through additional training
• Ability to de-escalate challenging customer inquiries, comments, and concerns while delivering necessary information consistent with Company policies and processes

Language Requirement (Other than English)? None

Travel Requirement 0% - 25%

Physical, Mental Demands and Working Conditions:

• Position Type: Office-based Teaches/Trains others regularly Rarely Travels regularly from the office to various work sites or from site-to-site Does Not Apply Works primarily out-of-the-office selling products/services (Sales employees) Does Not Apply
• Physical Work Site Required No Lifting up to 10 pounds Rarely Lifting 10 to 25 pound Rarely Lifting 25 to 50 pounds Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

Compliance with the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and other data security guidelines is mandatory. Employees must comply with the company's Code of Business Conduct.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.