Essential Job Functions: 

Under the supervision of the Customer Service Manager, the Customer Service - Escalations team member’s primary responsibilities include:  

• Handling escalated member concerns while also providing Help Desk support for the Customer Service Team.  

• Researching, responding, and providing a resolution, within the appropriate timeframe, to member inquiries submitted via phone, chat, email, or fax.  

• Provide support for the customer service team through the manning and operation of the Help Desk.  

• Serving as a resource and assisting the team of Customer Service Representatives (CSR’s) with questions related to escalated or technical issues.  

• Being a reliable point of contact for members by keeping them updated on steps being taken to research and resolve any unsettled concerns.  

• Partnering with the Customer Service Manager to identify training opportunities that improve CSR problem solving steps, technical understanding, and first call resolution.  

• Identifying trends in escalations and preparing data used to identify root cause analysis.  

• Supporting contract performance guarantees by performing other duties as deemed necessary; answering inbound calls, assisting with outbound campaigns.  

• Ability to work flexible hours and shifts.  

Qualifications: 

• GED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses. College course work is desirable.  

• Minimum of 2 years previous call center or customer service experience  

Specific Skills/ Attributes: 

• Ability to work effectively with all levels of management and other colleagues; demonstrating leadership, initiative, and a customer service orientation.  

• Possessing analytic skills and a technical acumen; computer competencies should include: word processing, spreadsheet, and database management.  

• Ability to work independently but also thrive in a team environment built on information sharing.  

• Demonstrating interpersonal abilities used to build relationships that contribute to the team’s success.  

• Displaying sound judgment and critical thinking skills.  

• Excellent verbal and written communication skills.  

• Detail oriented and well organized.