Allegheny Health Network
Job Description :GENERAL OVERVIEW:
The Call Center Representative is responsible for answering calls received into the centralized call center. The Representative will use the appropriate procedures, tools and equipment to answer inquiries to provide First Call Resolution as often as possible. This level of representative will handle routine inquiries which will have a well-defined protocol as well as some more complex inquiries.
Answers calls in a manner that falls within the service level agreements (SLA) established for the department.
Ability to utilize software programs and electronic tools to resolve customer inquiries.
Provide exceptional customer service to all clients.
Responsible for maintaining department productivity levels.
Escalate any problems that may arise.
Must be able to actively access 5 or less different systems.
Performs other duties as assigned or required by manager.
Six months of previous call center experience
Two years of previous call center experience
Additional customer service experience
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
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