Overview

Veterans Wanted

Lexington, KY

Order: 31443

Order Type : Temp To Full-Time

Customer Care Associate I

Large Lexington firm seeking 4 bilingual representatives. They are the world’s largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether its digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning – Company manages and modernizes these interactions to create value for both our clients and their constituents.

Purpose:

We are looking for a Customer Care Associate that will be responsible for responding to customer inquiries and/or complaints regarding company records, billings, etc. Answers a variety of real-time inbound and voice-based communications in English or other languages to support customer care.

The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Responsibilities
Manage inbound calls in a timely manner
Follow communication “scripts” when handling different topics
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
Possesses the ability to resolve customer queries and complaints, which fall within the scope of the assigned responsibilities (Some examples may include Billing, Healthcare, Human Resources, or Customer Support). Agents will have at their disposal a range of tools, processes and systems to address the customer’s inquiries with speed and efficiency
Keep records of all conversations in our call center database in a comprehensible way
Meet personal/team qualitative and quantitative targets
Utilize a computerized systems to respond to customer inquiries in a call center environment.
Ensure high level of customer satisfaction is obtained with each interaction
Works with either close supervision or under clearly defined procedures
Gather information, researches/resolves inquiries and logs customer calls

Requirements
Previous experience in a customer support role (Call Center environment preferred but not required)
Strong phone and verbal communication skills along with active listening
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities and manage time effectively
Communicates appropriate options for resolution in a timely manner
High school degree


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