Customer Service Representative

We are in search of a Customer Service Representative to join our team in the health insurance industry. This role requires you to be based in Austin, Texas, and offers a short term contract employment opportunity. As a Customer Service Representative, you will be required to handle a range of customer service duties, from processing intricate customer inquiries to maintaining up-to-date customer records.

• Actively listen to customer inquiries and employ probing questions to better understand their needs and concerns.
• Handle a variety of customer service tasks, with a particular focus on dental and vision insurance inquiries.
• Maintain up-to-date customer records and ensure all transactional requests are completed during the call.
• Utilize in-depth knowledge of our Dental & Vision Plans, Services, and Procedures to resolve complex member inquiries.
• Strive to exceed member service standards by handling all calls with courtesy and professionalism.
• Stay informed about changes to Member Service policy, procedures, marketing campaigns, Associations, and product/services/solutions to provide accurate responses to member inquiries.
• Seek opportunities to upsell and cross-sell when appropriate, ensuring a smooth transfer to a licensed representative.
• Ensure all complaints and issues are researched and resolved in a timely manner, aiming for first call resolution whenever possible. • Proven experience in a customer service role, ideally within the insurance industry
• Strong knowledge of health insurance and insurance benefits
• Prior experience in a call center environment is highly desirable
• Excellent communication and interpersonal skills
• Ability to handle multiple tasks simultaneously and manage time effectively
• Strong problem-solving skills with a customer-centric approach
• Proficiency in using computer systems, with a quick learning curve for new software
• Ability to maintain confidentiality and handle sensitive information with discretion
• Demonstrated ability to work well under pressure and adapt to changing situations
• High school diploma or equivalent; higher education or certifications in relevant fields will be considered a plus