Customer Service Rep II
On-siteSouthfield, Michigan, United States
Job Summary
Answer inbound telephone calls promptly and courteously, assessing and prioritizing client issues while resolving them using strong listening and comprehension skills. Escalate complex matters to management as appropriate and document all pertinent information. Manage outbound outreach for enrollment and refills, oversee multiple client programs, and handle direct member reimbursements, ID card management, and distribution. Train new call center hires and exercise logical critical thinking in problem-solving scenarios. Requires sitting and standing with occasional light lifting. Flexible with scheduled work hours. Bilingual English/Spanish is a plus.
Required Qualifications
- Minimum 2 years of experience in a customer service position
- Proficient PC skills in Windows-based applications
- Excellent verbal and written communication skills
- Excellent telephone etiquette and strong customer service orientation
- Highly organized with strong attention to detail
- Excellent time management skills
- Ability to work independently and with a team
- Ability to exercise logical critical thinking in problem solving
- Ability to be flexible and quickly adapt to the changing needs in the department
- Flexible with scheduled work hours
- High School Diploma or equivalent
Desired Qualifications
- PBM, pharmacy or health care industry experience
- Health insurance background and knowledge of pharmacy terminology
- Bilingual English/Spanish
- Pharmacy Technician Certification
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