Snapshot of the role:
The Customer Service Representative (CSR) is primarily accountable for resolving customer issues in a manner that minimizes the customer's time and effort required to achieve resolution and emotionally connects the customer with the client's brand. The CSR reports to the Team Leader.
**Core Responsibilities**:
- Show up for assigned shifts and follow scheduled lunches and breaks
- Care for customers in accordance with ClearSource standards of quality:
- Accuracy - always give only correct information and follow established processes
- Connection - emotionally connect the customer with our client's brand (this includes empathizing, listening attentively, and providing necessary assurance or resolution to appease the member or provider
- Ease - focus on one-contact resolution while minimizing the customer's time and effort to resolve the issue
- Attend to all the members' and providers' concerns in a timely approach
- Formulate and ask relevant and important questions
- Keenly document the transaction and customer interaction using the approved tools provided by the company
- Follow set processes, protocols, company rules, and team house rules including but not limited to established and implied procedures and instructions given by superiors or clients
- Collaborate with other CSRs, other departments, or clients to find appropriate solutions
- Utilize Clearsource tools and other resources as needed
- Complete all compliance trainings on time
- Live and teach the ClearSource Core Values (Customer First, Personal Accountability, Humble Courage, Hungry, Happy, and Healthy)
- Perform other duties responsibilities that may be assigned from time to time
**Requirements**:
- At least High School Diploma
- Must have 1 year of experience in handling healthcare account or 2 years experience of taking inbound calls.
- Excellent communication skills
- Amenable to work on a shifting schedule
- Must have a stable and back up internet connection at home (at least 25 mbps)
**Benefits**
- 100% virtual Work from Home
- 15 days of Vacation Leave per year which is earned 1.25 leave credits per month
- Private Medical Insurance with BMI
- $50,000
- Medical consultations, primary care and medications at 100%
- 100% medical care for accidents
- Hospitalizations
