Job Summary
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.
This is a full-time remote position with a Mon - Fri, 8:30am - 5pm work
schedule.
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.