Customer Service Rep I

CTI Resource Management; Chester (VA); On-site; USD 30,000 - 40,000; Full time

Job summary

CTI Resource Management in Chester, Virginia, is seeking a Customer Service Representative I to support the CMS CCO Programs. This role requires navigating pre-scripted responses and assisting callers with online applications and inquiries.

The ideal candidate must have a high school diploma and at least 6 months of related experience, with strong English skills and the ability to type a minimum of 20 WPM. Teamwork and interpersonal skills are essential for success in this position.

Qualifications

• Minimum 6 months customer service/secretarial/telemarketing experience required.
• Must be able to speak and read English clearly, professionally and fluently.
• Must be able to type a minimum of 20 WPM.
• Experience working with a PC and the Windows operating system is required.

Responsibilities

• Navigate pre-scripted responses to provide information.
• Assist caller with filling out online applications.
• Complete a basic call log for phone inquiries.
• Refer calls as required to Customer Service Representative II.

Skills

Reading Comprehension

Critical Thinking

Active Listening

Speaking

Instructing

Troubleshooting

Time Management

Education

High School diploma or equivalent

Job description

Customer Service Rep I - (CSR1_06262026.1)

Position Summary

Evening Shift offers a 10% differential for hours between 7:00pm and 10:00pm.

The Customer Service Representative I will be part of a team responsible for the support of the CMS CCO Programs.

Essential Duties and Responsibilities

• Navigate the appropriate pre-scripted responses which must be read verbatim to provide basic general and claims specific information.
• Follow established and documented policies and standard operating procedures, such as filling out timesheets and adhering to privacy rules.
• Assist caller with filling out online application and submitting it electronically to plan provider for processing.
• Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read by the CSR to the caller.
• Refer calls as required to Customer Service Representative II.
• Attendance and punctuality are essential functions of this position.
• Ability to pass national and local criminal background check.

Skills

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking - Talking to others to convey information effectively.
• Instructing - Teaching others how to do something.
• Troubleshooting - Determining causes of operating errors and deciding what to do about it.
• Time Management - Managing one's own time.

Attributes

• Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Written Expression - The ability to communicate information and ideas in writing so others will understand.
• Written Comprehension - The ability to read and understand information and ideas presented in writing.
• Speech Clarity - The ability to speak clearly so others can understand you.
• Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations make improvements or take corrective action.

Qualifications

• High School diploma or equivalent required.
• Minimum 6 months customer service/secretarial/telemarketing experience required.
• Must be able to speak and read English clearly, professionally and fluently.
• Must be able to type a minimum of 20 WPM.
• Experience working with a PC and the Windows operating system is required.
• Ability to effectively work within established contractual turnaround times required.
• Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks.
• Proven ability to work as a member of a team is required.
• All CCO personnel will be required by contract to undergo program update training as the program changes.
• May be required to work holidays. Overtime may be required.

Physical Requirements

• Work is primarily sedentary.
• Available for work from 0700 to 1900.