Our client is a leading insurance and financial services giant in White Plains NY. We are looking for bi-lingual customer service representative for our client's call center.
Candidates must be BI-lingual (Spanish, Russian or Chinese), willing to commute to White Plains, and be able to work our call center hours.
The hours in the call center are Monday to Friday from 8am to 9pm and Saturday from 9am to 2pm.
The candidates will work 7 hours a day, 5 days a week.
Typically the hours are 10am to 6:30 or so and an occasional Saturday. If a candidate works on Saturday, they will have a weekday off.
The candidates must be somewhat flexible in their time. Generally, we ask that candidates have a background in a call center environment
Please see description below:
Position: Customer Service Representative
Ensure delivery of excellent customer service to members, providers, clients and others through fast and accurate communications, processing of requests and coordination with other departments to resolve inquiries. Serve as the first or secondary point of contact for moderate to somewhat complex inquiries. Demonstrate proficiency in two (2) or more product lines, including health. Maintain quality and volume service levels.
JOB REQUIREMENTS
Place, receive and route a high volume of calls through a telephone switchboard.
Supply information to callers and relay messages.
Assist Operations in generating applications, filing, EFT solicitations, etc.
Prepare and research referrals for follow-up inquiries (e.g., adjustments or outbound call backs)
Maintain regular follow-up with policyholders regarding outstanding inquiries
Review incoming written correspondence and formulate responses
Update customer accounts as needed
Ability to avoid escalation and achieves a high level of 1st Call resolution
Effectively utilize training materials and resources to enhance processing and servicing skills
Monitor call center workflow queues
Communicate customer needs/trends and share ideas to improve our service levels
EDUCATION, TRAINING, AND/OR EXPERIENCE REQUIRED
Good verbal and written communication skills
Professional service attitude
Ability to adhere to policies, procedures and legal requirements
Ability to work well independently and also on a team
Proficient in MS Excel and Word applications and Outlook
Multi-lingual preferred
Previous customer service experience preferred
This is a temp position with a possibility of converting to perm.
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Thursday, January 14, 2010