Eligibility Screening Services Representative- Onsite

Eligibility Screening Services; Tucson (AZ); On-site; USD 32,000 - 42,000; Full time

Job summary

Eligibility Screening Services is seeking an entry-level Customer Service Representative in Tucson, AZ. The role handles inquiries via phone, email, and chat, delivering high-quality service and adhering to service metrics.

Responsibilities include resolving issues, triaging common platform problems, documenting interactions in the CRM, and maintaining accuracy and professionalism in all customer interactions. Schedule includes Tue-Fri 9:00–17:30 and Sat 8:00–16:30.

Qualifications

• H.S. Diploma or GED required.
• Associate Degree or some college coursework preferred.
• 1-2 years of customer service experience required, preferably in a call center or help desk environment.
• Familiarity with CRM software and customer service tools preferred.

Responsibilities

• Responds to customer inquiries through phone, email, chat, or other communication channels, providing accurate and timely information.
• Clarifies and resolves customer issues by identifying needs, determining root causes, and implementing effective solutions.
• Escalates complex or unresolved issues to appropriate team members or departments, ensuring prompt follow-up and resolution.
• Provides triage support for common issues related to platforms, applications, and back-office processes.
• Documents all interactions accurately and thoroughly in the CRM system, ensuring detailed records of inquiries and resolutions.
• Adheres to quality standards and KPIs, including productivity, response times, and customer satisfaction ratings.
• Delivers exceptional customer service by maintaining professionalism, patience, and a customer-focused attitude in all interactions.
• Contributes to a team-oriented work environment by sharing insights, offering assistance, and collaborating effectively with peers and supervisors.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Skills

Customer service experience

Communication skills

Problem-solving

Multitasking

CRM familiarity

Microsoft Office

Education

H.S. Diploma or GED

Associate Degree or some college coursework

Tools

CRM software

Microsoft Office Suite

Job description

Job Summary

The schedule for this position is as follows: Tuesday through Friday 9:00 a.m. - 5:30 p.m. and Saturday 8:00 a.m. - 4:30 p.m.

The Eligibility Screening Services Representative serves as the initial point of contact for customers, addressing inquiries, resolving issues, and delivering high-quality service to ensure a positive customer experience. This entry-level role requires excellent communication skills, attention to detail, and the ability to manage a variety of customer requests through multiple channels, including phone, email, and chat. The Representative works in a performance-driven environment, adhering to established service metrics and standards, while collaborating with other departments to ensure timely and effective resolution of customer concerns.

Essential Functions

• Responds to customer inquiries through phone, email, chat, or other communication channels, providing accurate and timely information.
• Clarifies and resolves customer issues by identifying their needs, determining root causes, and implementing effective solutions.
• Escalates complex or unresolved issues to appropriate team members or departments, ensuring prompt follow-up and resolution.
• Provides triage support for common issues related to platforms, applications, and back-office processes.
• Documents all interactions accurately and thoroughly in the customer relationship management (CRM) system, ensuring detailed records of inquiries and resolutions.
• Adheres to quality standards and key performance indicators (KPIs), including productivity, response times, and customer satisfaction ratings.
• Delivers exceptional customer service by maintaining professionalism, patience, and a customer-focused attitude in all interactions.
• Contributes to a team-oriented work environment by sharing insights, offering assistance, and collaborating effectively with peers and supervisors.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Qualifications

• H.S. Diploma or GED required
• Associate Degree or some college coursework in a related field preferred
• 1-2 years of customer service experience required, preferably in a call center or help desk environment required
• Familiarity with CRM software and customer service tools preferred

Knowledge, Skills and Abilities

• Strong verbal and written communication skills, with the ability to clearly convey information and resolve customer concerns.
• Proficient in using computer systems, including Microsoft Office Suite and CRM platforms.
• Excellent problem-solving and critical-thinking abilities.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Detail-oriented with a strong focus on accuracy and quality.
• Demonstrated ability to work independently and as part of a team.
• Strong interpersonal skills and the ability to build rapport with customers and colleagues.