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Call Center Professional

Company: Apex Systems
Location: Fayetteville
Posted on: September 9, 2019

Job Description:

Job Description

Job #: 1004033

Our client is looking for Call Center Professionals in Fayetteville, NC! If interested, please send your resume to Caroline Edmondson, cedmondson@apexsystems.com

Military Veterans are encouraged to apply! This is a 12 month contract role located in Fayetteville, NC area.

Responsibilities include:


  • Translate documents and written material as required to aid in customer resolution
  • Successfully utilize added knowledge of product types, functional and/or technical skills to provide solution focused service to our customers on more complex insurance questions and issues
  • Successfully understand and communicate complex concepts to members, providers and colleagues in verbal and written form
  • Support and be committed to the mission, vision and values of the company by delivering seamless, energetic and innovative service solutions to increase stakeholder satisfaction and retain customers
  • Utilize probing and creative problem solving as well as critical thinking and the ability to analyze more complex and ambiguous information to resolve customer inquiries on first contact
  • Document corrective measures and provide instructions as needed to internal business areas to ensure prompt resolution and response to customer inquiries
  • Ensure final disposition of each inquiry in a timely manner while systematically documenting detailed customer information relevant to each customer contact
  • Provides instructions as needed to internal business areas to ensure prompt resolution and response to customer inquiries
  • Identify and obtain information and records from customers, members, providers and/or employer groups to correct/update information, claims and membership records when necessary
  • Recognize patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, educate customers and providers on acceptable client practices and policies
  • Perform phone/email outreach to client vendors and business partners to resolve service issues
  • Identify, understand and anticipate customers' unexpressed needs and concerns in a caring manner
  • Work collaboratively with Sales, Healthcare and Network Management partners to further optimize customer, employer group and provider relations by identifying opportunities to promote stakeholder programs
  • Promote programs, making sound decisions to apply the most appropriate "stakeholder centric" course of action to respond to needs.
  • Educate and encourage customers on use of alternative delivery channels (i.e. self-service, web)
  • Identify and communicate process, product or systems improvement opportunities to improve the overall stakeholder experience
  • Interface with local, state and federal governmental entities and plan participants regarding client products, services and policies


    The ideal candidate will possess:


    • A passion for customer service
    • Initiative, knowledge, drive and a high attention to detail
    • A drive for more challenging work.
    • A desire for an interesting work environment.
    • The opportunity to use your skills to make a real difference.
    • Ability to gain valuable experience with one of the most reputable organizations in the market
    • Bachelor's degree with 1 year experience in a customer service solutions oriented environment
    • If no degree, high school graduate or GED and 4 years' experience in customer service solutions oriented environment
    • Proficiency operating in a Windows and Microsoft Office environment required, with emphasis in Word and Excel
    • Strong relationship building and presentation skills to successfully represent the organization to customers in person at varied events
    • Strong willingness to learn and apply new information continuously in the work environment
    • Excellent analytical skills to handle more complex and ambiguous customer issues
    • Ability to navigate a computerized CRM and other relevant applications while interacting with customers on the phone
    • Strong verbal and written communication skills
    • Ability to work in a high-pressure environment and deal effectively with customers by providing caring responses and diffusing escalated situations
    • Commitment to superior quality customer service
    • Ability to adapt quickly to change


      EEO Employer

      Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178-6178.

Keywords: Apex Systems, Fayetteville , Call Center Professional, Other , Fayetteville, North Carolina

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