Customer Service Representative/hnas

Job Opportunity at Highmark Inc.

Job Summary: This position operates within the 2nd shift, from 1:30 pm to 10 pm EST. The role focuses on resolving standard and occasional non-standard customer inquiries, comments, and concerns through a seamless and positive customer experience.

Essential Responsibilities:

• Engage with customers confidently and compellingly, performing full range of customer service duties.
• Resolve customer concerns in a single interaction via telephone, written, or face to face communication.
• Respond to diverse customers with equal confidence regardless of the issue.
• Work independently, utilizing the knowledge center, and answer customer inquiries.
• Routinely respond to customers with in-depth product knowledge and strong listening skills.
• Consistently exceed results for internal adherence, efficiency, and inquiry timeliness.
• Resolve standard and non-routine customer inquiries, comments, and concerns with minimal escalation.
• Perform 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.
• Approaches each interaction with superior listening skills.
• Multi-tasks with a high level of efficiency yet treats every customer as the most important.
• Ability to ask effective probing and/or open and closed ended questions that will help in issue resolution.
• Ability to master initial training competencies while demonstrating the ability to learn additional competencies.
• Ability to de-escalate challenging customer inquiries, comments, and concerns while delivering necessary information.

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.

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.

Pay Range Minimum: $19.27

Pay Range Maximum: $26.88

Base pay is determined by a variety of factors including a candidate's qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.