This position is responsible for front line, direct contact with clients and customers while providing overall excellent customer service and problem resolution in the AGA Contact Center. The Specialist duties may include processing file loads and/or data entry while maintaining data integrity for all incoming transactions such as enrollments, client contracts, cancellations, transfers, registration, payments and claims. Contact with clients and customers may include inbound/outbound communication via phone, email, fax, mail or chat.
Provide overall excellent customer service and problem resolution in the AGA Contact Center – 90%
Responds to and resolves issues encountered by clients and customers in a timely and positive manner. This involves mostly inbound calls, but may also include outbound calls, email, fax and chat.
Executes effective processes to manage data entry and data integrity for all customer/client transactions such as enrollments, cancellations, registration, payments and claims.
Researches coverage verification, missing contracts, and other common issues coming from the contact center, Account Executives, accounting and other departments, and provides timely resolutions as well as suggestions to reduce those occurrences in the future.
Ensures that all customer/client requests are responded to in a timely manner, and meaningful solutions are proposed and implemented.
Adheres to standards for effective job performance and development.
Gains and maintains in-depth understanding of products, clients, systems and applications.
Ensures compliance with ISO, SOX, PCI and other applicable internal and external audits and/or contractual obligations
Process improvements and personal development – 10%
Partakes in, and adheres to, training programs and quality assessment standards for effectiveness in supporting departmental goals and objectives.
Actively participates in the development of personal performance management plans
High school diploma or GED
1 year of experience in an office, call center, or customer contact environment
Excellent written and verbal skills to communicate with team members, management, customers, counselors and other employees of the organization
Strong customer service skills
Ability to work with frequent interruptions and under deadlines
Ability to work collaboratively with others to generate ideas or resolve problems
Ability to present a professional image
Ability to establish courses of action to ensure efficient completion of work
Ability to think creatively and make decisions based on incomplete information
Ability to process time sensitive data and information from multiple sources, including data from mainframe systems, makes decisions based on this data, and to effectively communicate the related required actions to a broad audience
Ability to quickly adapt to change, proactively recognize process improvement opportunities and be able to work independently as well as in a team setting
Proficiency of computer navigation and Microsoft Office 2003 or later versions & Microsoft Windows XP or later versions
Bilingual (Spanish/English) preferred, but not required
Shift Hours: 10am-7pm CT/11am-8pm ET Saturday 8am-5pm CT/9am-6PM ET
Sun & Thurs off