Customer Success Representative

MCS Puerto Rico; San Juan (PR); On-site; USD 21,000 - 30,000; Full time

Job summary

MCS Puerto Rico is seeking a Service Liaison for the Classicare line to proactively address member needs, close the service cycle, and strengthen loyalty across every interaction.

The role focuses on delivering exceptional service, guiding concerns to the right units, and documenting actions in the CRM to improve member experience and retention.

Qualifications

• Bachelor’s degree from an accredited institution required.
• 60 college credits (two years) or an associate degree with 2+ years in customer service.
• High school diploma with 3+ years in customer service, preferably in health insurance.
• CRM, pharmacy applications and related tools knowledge preferred.
• Spanish/English basic writing and speaking abilities preferred.

Responsibilities

• Performs outbound calls for campaigns, ensuring members feel supported and valued.
• Provides proactive service to meet member needs and enhance loyalty.
• Supports other internal service units to optimize processes and solutions.
• Analyzes service situations to identify opportunities and plan actions.
• Documents member concerns and routes to appropriate units when needed.
• Captures feedback from satisfaction surveys to adapt strategic plans.
• Listens actively, clarifies information, and ensures needs are addressed.
• Creates customer bonding to promote retention and satisfaction.
• Follows telephone etiquette and scripts to ensure quality service.
• Documents all steps in the CRM to close the service cycle.
• Complies with policies and uses all applications and resources correctly.
• Participates in cross-training and other duties as needed.

Skills

CRM usage

Customer service

Communication

Education

Bachelor's degree

60 college credits / associate degree

High school diploma

Tools

Power MHS

Cognos

Voyager

Microsoft Office

CRM

pharmacy applications

Job description

GENERAL DESCRIPTION

Works as a service liaison, proactively addressing the needs of our members from the Classicare line of business through special initiatives and campaigns. Responsible for closing the service cycle and strengthening the relationship with members at every interaction, promoting retention, loyalty, and member experience.

Regular

Non-Exempt

ESSENTIAL FUNCTIONS

• Performs outbound calls for tactical and initiative campaigns, according to quality and service standards, guaranteeing that members feel supported and valued.
• Provides proactive service and support to members, guaranteeing their needs are fully met beyond their expectations.
• Support other internal service units and departments to continue optimizing processes and innovative solutions that promote customer retention and loyalty.
• Analyzes the service situation of each member before contacting them, to identify the opportunity in the service area to be impacted and establish the course of action to be followed.
• Guides and documents the concerns received from members. Refers them to the corresponding units if necessary, ensuring that the appropriate orientation is provided and that the service cycle is closed.
• Takes part in the distribution and collection of information from satisfaction surveys to obtain feedback from members and continue to adapt strategic plans based on the results.
• Actively listens to members, confirming and/or clarifying information, and guarantees that the need presented is addressed.
• Responsible for creating customer bonding by addressing their needs to foster retention and keep customers happy.
• Uses and complies with the established rules of telephone etiquette on each call, fully following the authorized scripts provided to guide correctly and ensure customer satisfaction.
• Documents in Customer Relationship Management (CRM) platform all the steps taken to complete the service cycle.
• Complies with the correct use and requirements of all applications and technological resources provided.
• Performs shared tasks with other Call Centers, as needs arise (cross-training), or any other initiative that arises within the same unit or department.

ADDITIONAL FUNCTIONS

• Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our Industry, to maintain appropriate business and employment practices.
• May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.

MINIMUM QUALIFICATIONS

• Education and Experience: Bachelor's Degree from an accredited institution. At least one (1) year of experience performing duties in a similar position in Customer Service areas, preferably in a Call Center in the Health Insurance Industry.
• Education and Experience: Sixty (60) college credits, equivalent to two (2) years of study or an associate degree. At least two (2) years of experience working in Customer Service areas, preferably in a Call Center in the Health Insurance Industry.
• Education and Experience: High School Diploma. At least three (3) years of experience working in Customer Service areas, preferably in a Call Center in the Health Insurance Industry.
• Certifications / Licenses: N/A
• Other: Availability to work rotating shifts, Saturdays, Sundays, and holidays as per the operation requires. Knowledge of retention and customer experience concerns is preferable. Knowledge of Power MHS, Cognos, Voyager, Microsoft Office (Word, Excel), Accelehealth, Call Pay, pharmacy applications, Contiviti, Envolve, and Customer Relationship Management (CRM), among others.
• Languages: Spanish Basic (comprehensive, writing and verbal)
• Languages: English Basic (comprehensive, writing and verbal)

"MCS Healthcare Holdings, LLC. (MCS) is an Equal Employment Opportunity Employer and take Affiantive Action to recruit Protected Veterans and Individuals with Disabilities. MCS is a participating E-Verify employer."