Representante de Exito del Cliente
Regular
Non-Exempt
GENERAL DESCRIPTION:
Works as a service liaison, proactively addressing the needs of our members from the Classicare line of business through special initiatives and campaigns. Responsible for closing the service cycle and strengthening the relationship with members at every interaction, promoting retention, loyalty, and member experience.
ESSENTIAL FUNCTIONS:
- Performs outbound calls for tactical and initiative campaigns, according to quality and service standards, guaranteeing that members feel supported and valued.
- Provides proactive service and support to members, guaranteeing their needs are fully met beyond their expectations.
- Support other internal service units and departments to continue optimizing processes and innovative solutions that promote customer retention and loyalty.
- Analyzes the service situation of each member before contacting them, to identify the opportunity in the service area to be impacted and establish the course of action to be followed.
- Guides and documents the concerns received from members. Refers them to the corresponding units if necessary, ensuring that the appropriate orientation is provided and that the service cycle is closed.
- Takes part in the distribution and collection of information from satisfaction surveys to obtain feedback from members and continue to adapt strategic plans based on the results.
- Actively listens to members, confirming and/or clarifying information, and guarantees that the need presented is addressed.
- Responsible for creating customer bonding by addressing their needs to foster retention and keep customers happy.
- Uses and complies with the established rules of telephone etiquette on each call, fully following the authorized scripts provided to guide correctly and ensure customer satisfaction.
- Documents in Customer Relationship Management (CRM) platform all the steps taken to complete the service cycle.
- Complies with the correct use and requirements of all applications and technological resources provided.
- Performs shared tasks with other Call Centers, as needs arise (cross-training), or any other initiative that arises within the same unit or department.
- Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our Industry, to maintain appropriate business and employment practices.
- May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.
MINIMUM QUALIFICATIONS:
Education and Experience: Bachelor’s Degree from an accredited institution. At least one (1) year of experience performing duties in a similar position in Customer Service areas, preferably in a Call Center in the Health Insurance Industry.
OR
Education and Experience: Sixty (60) college credits, equivalent to two (2) years of study or an associate degree. At least two (2) years of experience working in Customer Service areas, preferably in a Call Center in the Health Insurance Industry.
OR
Education and Experience: High School Diploma. At least three (3) years of experience working in Customer Service areas, preferably in a Call Center in the Health Insurance Industry.
“Proven experience may be replaced by previously established requirements.”
Certifications / Licenses: N/A
Other: Availability to work rotating shifts, Saturdays, Sundays, and holidays as per the operation requires. Knowledge of retention and customer experience concerns is preferable. Knowledge of Power MHS, Cognos, Voyager, Microsoft Office (Word, Excel), Accelehealth, Call Pay, pharmacy applications, Contiviti, Envolve, and Customer Relationship Management (CRM), among others.
Languages:
Spanish – Basic (comprehensive, writing and verbal)
English – Basic (comprehensive, writing and verbal)
"MCS Healthcare Holdings, LLC. (MCS) is an Equal Employment Opportunity Employer and take Affirmative Action to recruit Protected Veterans and Individuals with Disabilities. MCS is a participating E-Verify employer."
