Job Description
Customer Care Representative
Work at Home | Future
Job Description
Grow with a company that is passionate about helping you maximize your full potential. Become a part of transforming customer and client experience through the utilization of our innovative work from home technology. At BroadPath we believe in assuming the highest intention for others, our employees are empowered through their voices which helps us to continue shaping the emerging future, bringing innovation, and flexibility to the Work from Home Industry.
Through our tailored training programs, backed by our hands-on approach we ensure that you are set up to be successful on your first day. WE ARE HIRING FOR UPCOMING OPPORTUNITIES! As part of our dynamic Member Service Representative team, you will provide world class customer service to our members via inbound calls. You will assist them with questions surrounding their coverage, updating relevant account information, or helping resolve any inquiries they may have!
Responsibilities
“A DAY IN THE LIFE”
WHAT IT’S LIKE:
- Member Service / Customer Care Representatives have a lively and varied daily level of activity:
- There are days when it is very busy, and you are moving quickly from call to call
- There are days when it is slow, and you will be looking to find additional things to do, and keep busy too
- You will virtually meet many new people daily, and they will be from all over the USA potentially and possibly outside the US as well
- The members/customers will need your assistance and will be looking to you be to their “problem solver” or “guidance advisor” as they will be calling in to get something solved, or find out what needs to be done in many cases.
- Sometimes they will already be extremely frustrated by the time they reach out, but you got this, and know to expect that can happen, knowing you would feel the same in their place
WHAT YOU DO:
- Member Service / Customer Care Representatives receive inbound calls from members/customers and do things such as:
- Relay important information, update customer’s contact information and accounts and resolve billing questions or issues
- Help members/customers understand any challenges they are having and aid in providing timely satisfactory solutions
- Discuss inquiries from members regarding eligibility, benefits and authorization of services when applicable
- Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in the required record system
- Be responsible for maintaining certain levels of quality, and performance standards based on established call center metrics and benchmarks for the team
- Ensure compliance with BroadPath, Client, and any job specific regulations in place for their team and role
Basic Qualifications
- Energetic, positive communication style with emphasis on “service with a smile”
- Empathetic, and able to quickly identify and prioritize customers’ needs
- A self-starter with a tenacious work ethic, willing to get the work done and keep on a task, even when at times it can be monotonous or challenging
- Collaborative team player
- Experience in a service-oriented role such as retail, hospitality, fast food, in person customer service, call center member or customer service
- Strong computer & telephone multitasking skills including: the ability to effectively search for and type information in on the computer, navigate through multiple window tabs and screens quickly, while inputting the information accurately, and keeping pace while conducting calls with customers
Preferred Qualifications
- Previous call center experience
- Previous successful work at home experience
Note: Some of our call center positions require a specialized level of experience interacting with a particular type of customer such as: a health insurance plan member or a financial services customer as examples. This specialized experience will be listed in the qualifications when it’s required for an available position.