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.
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 that their needs are fully met beyond their expectations.
Cooperates with other internal service units as well as the sales department to continue optimizing processes and seeking optimal 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 CRM (Customer Relationship Management) the steps taken to complete the service cycle.
Complies with the correct use and requirements of all applications and technological resources provided such as Aspect, WFM, JWalk, and Witness, among others.
Performs shared tasks with other Call Centers, as needs arise (cross-training), or any other initiative that arises
within the same unit or department.
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:
Sixty (60) college credits equivalent to two (2) years of study or an Associate's degree. At least one (1) year of experience in customer service-related work.
OR
Education and Experience:
High school diploma. At least two (2) years of experience in customer service-related work.
"Proven experience may be replaced by previously established requirements."
Certifications / Licenses:
N/A
Other:
Knowledge of retention and customer experience issues, preferably. Availability to work rotating shifts, Saturdays, Sundays, and holidays. Knowledge of Power MHS, Cognos, Voyager, Accelehealth, Call Pay, pharmacy applications, Contiviti, Envolve, and CRM, among others.
Languages:
Spanish –
Intermediate (comprehensive, writing and verbal)
English –
Intermediate (comprehensive, writing and verbal)
