Customer Service Representative

📋 Description

• • Resolve standard and non-standard customer inquiries, comments, and concerns via telephone, written, or face-to-face communication with a focus on delivering a seamless and positive customer experience.
• • Strive to resolve customer issues in a single interaction by applying in-depth product knowledge gained through continuous on-the-job learning and training.
• • Independently utilize the knowledge center to answer customer inquiries without requiring escalation to senior representatives.
• • Maintain consistent performance by exceeding internal metrics for adherence, efficiency, and timeliness in handling customer inquiries.
• • Engage with a diverse customer base, treating each interaction with equal confidence and attention, regardless of the complexity or nature of the issue.
• • Employ superior listening skills and effective probing questions—both open and closed-ended—to understand customer needs and deliver tailored solutions.
• • De-escalate challenging customer situations while adhering strictly to company policies, procedures, and compliance standards.
• • Multi-task efficiently without compromising the quality of customer interactions, ensuring no customer feels rushed or undervalued.
• • Demonstrate the ability to master initial training competencies and continuously learn new skills through additional training modules.
• • Document customer interactions accurately and maintain compliance with all company policies, including HIPAA, data security guidelines, and the Code of Business Conduct.
• • Protect sensitive customer information, including covered health information and cardholder data, in accordance with HIPAA and company privacy policies.
• • Work in a remote, office-based environment from home within Pennsylvania, with no requirement to travel to physical work sites.
• • Support a bilingual customer base by providing service in Spanish, in addition to English, as required by the role.
• • Perform all duties in alignment with Highmark Health’s ethical and legal standards, including adherence to federal, state, and local laws and company training requirements.