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Position Overview
The Customer Service Representative (CSR) is responsible for ensuring BCS customers receive a positive customer experience via phone, email, or online chat for BCS鈥檚 EssentialCare product clients. CSRs will be the frontline support for the BCS enrolled members and will need to respond to members in a timely and professional manner. The role will also assist with contacting members and/or providers to obtain additional documentation necessary for claim processing.聽
This position will report to the Director, Service Partner Management.
Essential Elements
路 Respond to member queries in a timely and accurate manner, via phone, email or chat 路 Identify member needs and help members understand applicable BCS products and procedures 路 Assist members and providers with questions regarding product, enrollment, billing and/or claim status questions 路 Analyze and report and product or system related issues as needed 路 Use de-escalation techniques on hone calls with members and providers 路 Utilize internal software, databases, scripts, and work tools responsibly and appropriately to the needs of each call 路 Gather customer feedback and share with our Product, Sales, Marketing and Operation teams 路 Assist with training new CSRs as needed Requirements List education, experience, competencies, travel and/or physical requirements required vs. preferred聽
Education and Certifications
High school diploma or equivalent; higher education or certifications in insurance or related fields preferred聽
Experience
Experience as a Customer Service Representative in the Accident and Health industry a plus
Excellent verbal and written communication skills
Proficiency in customer service software and CRM systems, including Microsoft Office Suite
Multi-tasking abilities聽
Patience when handling tough situations聽
Fluency in multiple languages preferred
Travel Required聽
<10%
What聽we聽offer:
- Hybrid聽and聽remote聽work聽environments
- Full benefits including flexible HSA/PPO聽medical聽plans, Dental, Vision, andHSA/FSA
- 401(k)聽w/聽up聽to聽6%聽company聽match
- Generous聽PTO starting at 22 days annually
- 12聽paid聽holidays
- Parental聽leave
- Home聽office聽and聽wellness聽reimbursement
- Generous聽employee聽referral聽program
- Professional development and development planning: tuition reimbursement, continuing education & assistance obtaining professional certifications
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