Customer Service Representative

highmarkhealth; Pennsylvania; Hybrid; USD 26,000 - 39,000; Full time

Job summary

Highmark Health is seeking a remote, office-based Customer Service Professional responsible for resolving standard and occasional non-standard inquiries with a positive customer experience. You will engage customers via phone, email, or face-to-face interactions, leveraging product knowledge and listening skills to resolve issues efficiently.

The role requires 1–3 years in customer service or call center settings and a High School Diploma/GED.

Qualifications

• 1-3 years experience in customer service or call center environment.
• High School Diploma or GED required.
• Ability to learn and use knowledge tools and policies.

Responsibilities

• Engage with customers in a confident and compelling manner.
• Strive to resolve concerns in a single interaction by phone, written, or in person.
• Respond to a diverse set of customers with consistent confidence.
• Work independently, using the knowledge center to answer inquiries.
• Demonstrate product knowledge and continuously improve listening, analysis, and problem-solving skills.
• Strive to exceed internal adherence, efficiency, and response timeliness.
• Resolve standard and limited non-routine inquiries with appropriate escalation.

Skills

Product knowledge

Active listening

Multitasking

Probing questions

Training adaptability

De-escalation

Clear documentation

Education

High School Diploma/GED

Job description

Company

Highmark Inc. Job Description :

JOB SUMMARY

This job resolves standard and occasional non-standard customer inquiries, comments, and concerns by applying a seamless and positive customer experience gained through many recurring cycles of on the job work engagement.

ESSENTIAL RESPONSIBILITIES

• Engages with customers in a confident and compelling manner, performing the full range of customer service duties and responsibilities, as assigned.
• Strives to resolve customer concerns in a single interaction via telephone, written, or face to face communication.
• Responds to a diverse set of customers with an equal level of confidence regardless of the issue at hand.
• Works independently of support from a senior customer service representative, frequently utilizing the knowledge center, answering customer inquiries.
• Routinely responds to customers with an in-depth product knowledge achieved through a continuously improving set of listening, analysis, quality focus, problem solving, and documentation skills.
• Consistently exceeds results for internal adherence, efficiency, and inquiry timeliness.
• Resolves standard and frequently non-routine, limited impact, customer inquiries, comments, and concerns with the most limited escalation consistent with company policies and processes.
• Other duties as assigned or requested.

This position supports work scheduled in Eastern Time business hours.

EDUCATION

Required

High School Diploma/GED

EXPERIENCE

Required

1-3 years experience in customer service or call center environment

SKILLS

• Applies in-depth product knowledge obtained through ongoing cycles of working with routine and non-routine subject matter
• Regardless of recurring and routine customer inquiries, comments, and concerns, approaches each and every interaction with superior listening skills
• Multi-tasks with a high level of efficiency yet treats every customer as the most important during the interaction so as not to leave the customer with a hurried impression
• Ability to ask effective probing and/or open and closed ended questions that will help in issue resolution in a conversational manner with customers, using verbal clues and system tools to develop tailored recommendations for the customer
• Ability to master initial training competencies while demonstrating the ability to learn additional competencies through additional training
• Ability to de-escalate challenging customer inquiries, comments, and concerns while delivering necessary information consistent with Company policies and processes

Position Type

Remote Office-based

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. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

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.

Security & Privacy

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company's Handbook of Privacy Policies and Practices and Information Security Policy.

Furthermore, it is every employee's responsibility to comply with the company's Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range

Minimum: $19.66

Maximum: $27.42

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. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

EEO Statement

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

California Consumer Privacy Act Notice

Employees, Contractors, and Applicants Notice