Customer Service Representative I in Irvine, CA
Job title: Customer Service Representative I in Irvine, CA at Johnson Service Group
Company: Johnson Service Group
Job description: Johnson Service Group (JSG) is seeking Customer Service Representatives.
Schedule: Monday- Friday 9:00am-5:30 pm (Remote)
Hourly Rate: $18.57 Qualifications
- High School diploma or GED and/or one (1) to three (3) years of experience in customer service within a call center environment, preferred.
- Knowledge of Health Benefits and eligibility preferred.
- Good communication and telephone skills with a very clear and concise speaking voice
- Proficient written communication skills with the ability to learn new software and navigate multiple systems at once.
- Moderate keyboarding skills including proficiency with database management.
- Ability to adapt to a constantly changing environment.
- Proficient organizational and time management skills.
- Fluent in English (oral and written) required. Bilingual in Spanish preferred.
- Internet access provided by a cable or fiber provider with 40 MB download and 10 MB upload speeds.
- Home router with wired Ethernet (wireless connections and hotspots are not permitted).
- A designated room for your office or steps taken to protect company information (e.g., facing computer towards wall, etc.)
- Respond to general customer questions via telephone, e-mail, and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims in a confidential, professional, and ethical manner.
- Analyze problems and provide information/solutions.
- Research and resolve aged Customer Service open calls within company standards.
- Operate in the Health Care Processing System (HCPS), Imaging systems, and all systems necessary to obtain and extract information.
- Develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
- Be accountable, when you uncover an issue or trend, for actually helping, assess and report what is happening in terms of impact, making improvements, and course correcting along the way.
- Document information, activities, and changes in the database and inquiry outcomes for accurate tracking and analysis.
- Research and analyze data to address operational challenges and customer service issues.
- Provide external and internal customers with requested information, including difficult and upset customers.
- Meet and maintain Quality and Telephone Performance measures per customer service performance report.
- Communicate with the appropriate departments and identify service issues.
- Identify inefficiencies within the established processes and suggest possible solutions to save time, reduce risk, and/or reduce expenses.
- Identify, initiate, and implement at least one process improvement and/or innovation annually