Customer Experience Representative

Provides a world-class customer service experience by trouble shooting and resolving complex customer inquiries from members, employers, and providers.

Research, resolve and respond to inquiries and correspondence via telephone, written communication and/or in person.
Uses critical thinking skills to determine course of action needed to resolve inquiry or complaint.
Must be comfortable being monitored for level of efficiency, accuracy and customer satisfaction and must be able to meet performance standards to achieve both individual and department goals.
Must be able to communicate effectively with appropriate tone and content.
Must be able to balance workload to ensure timely and accurate response to both internal and external customers.
Initiate claims adjustments and update enrollment information through the on-line systems as determined necessary through inquiries.
Must demonstrate the ability to listen, talk, type and perform research simultaneously using various research channels, both online and hard copy.
Must be able to follow a call guide.
Ability to provide education to our members and providers on various avenues available to them to obtain information such as the website.
Promote good working relations and positive work environment while acting as a role model to coworkers.
Communication by telephone and direct contacts will consume 95% of the work day. Work on a personal computer (PC) will consume at least 95% of the day in a stationary position.

Compensation is $17.83/hour. Apply online at www.bcbsks.com/careers.