Customer Service Representative

Direct Staffing Inc; Lodi (CA); On-site; USD 20,664 - 27,552; Full time

Job summary

A leading staffing firm is seeking multiple Site Logistics Operators/Material Handlers in Knoxville, TN for a major chemical company. The role involves handling customer inquiries, mentoring team members, and addressing complex issues. Ideal candidates will have strong customer service skills and the ability to interpret various health plans. This position offers the chance for a long-term assignment with training provided to ensure success in a dynamic environment.

Qualifications

• Strong customer service experience, particularly over the phone.
• Ability to mentor others and work independently.
• Strong organizational skills to manage tasks effectively.

Responsibilities

• Handle customer inquiries and resolve issues via calls and correspondence.
• Educate clients about the product and policies.
• Successfully complete tier 2 training involving complex claims.

Skills

Strong customer service experience

Organizational skills

Ability to work independently

Ability to interpret health plans

Job description

Kelly Services is looking to hire several Site Logistics Operators/Material Handlers in Knoxville, TN for an industry leading chemical company. For this opportunity, you could be placed as a Chemical Finished Product Operator or a Polymers Packaging/Warehousing/Shipping Operator on a long-term, indefinite assignment. You will be working with chemicals and should be comfortable doing such - either with previous experience or the willingness to learn.

Job Description

Position Summary:

• Respond to and resolve various customer inquiries via telephone and correspondence, and resolve claims problems within established production and quality standards.
• Answer incoming calls and written requests for information from members or providers promptly and accurately.
• Compose routine and non-routine correspondence to answer member inquiries that require a written response.
• Coordinate with other departments to ensure timely and appropriate responses.
• Expedite and resolve complex issues and make claim adjustments.
• Educate others on the client product, providing accurate information and updates to policies and procedures, improving overall customer satisfaction in the process.
• In the Lead role, you will deal with the most complex cases and issues as an individual contributor or may focus on mentoring and acting as a backup for supervisory responsibilities.
• May assist in scheduling and coordinating team activities.
• Typically provide input in hiring decisions and performance appraisals.
• Handle the highest level of escalated and unresolved calls.

Your responsibilities will include but are not limited to:

• Successfully complete tier 2 training which covers some of the following:
• Responds to member benefits in writing
• Peer to peer coaching /training
• Perform inventory reduction, routine to mid-level, (i.e. member inquiries, may adjust claims, responds to emails, etc.).
• May expedite, research, and resolve complex issues.
• Consistently perform established performance metrics, such as quality, production; average handling time (AHT) and calls per hour (CPH).
• Work with minimal supervision.

Qualifications

Requirements:

• Successfully meets requirements of nesting audit.
• Have strong customer service experience (especially phones) and a proven ability to meet performance standards.
• Strong organizational skills.
• Ability to work independently and to mentor others
• Ability to interpret the various health plans and any documentation associated with them.