Customer Service Representative
Job ID: J169679
Company: Highmark Inc
Location: Pittsburgh,PA,US
Full/Part Time: Full time
Job Type: Day (United States of America)
AHN Facility:
Posted Date: December 7, 2020
JOB DESCRIPTION
Company :
Highmark Inc
Job Description :
JOB SUMMARY
This job resolves standard and occasional non-standard customer inquiries, comments, and concerns by applying a seamless and positive customer experience gained through many recurring cycles of on the job work engagement.
ESSENTIAL RESPONSIBILITIES
- Engages with customers in a confident and compelling manner, performing the full range of customer service duties and responsibilities, as assigned.
- Strives to resolve customer concerns in a single interaction via telephone, written, or face to face communication.
- Responds to a diverse set of customers with an equal level of confidence regardless of the issue at hand.
- Works independently of support from a senior customer service representative, frequently utilizing the knowledge center, answering customer inquiries.
- Routinely responds to customers with an in-depth product knowledge achieved through a continuously improving set of listening, analysis, quality focus, problem solving, and documentation skills.
- Consistently exceeds results for internal adherence, efficiency, and inquiry timeliness.
- Resolves standard and frequently non-routine, limited impact, customer inquiries, comments, and concerns with the most limited escalation consistent with company policies and processes.
- Other duties as assigned or requested.
EDUCATION
Required
- High School Diploma/GED
Substitutions
- None
Preferred
- None
EXPERIENCE
Required
- 1-3 years experience in customer service or call center environment
Preferred
- None
LICENSES or CERTIFICATIONS
Required
- None
Preferred
- None
SKILLS
- Applies in-depth product knowledge obtained through ongoing cycles of working with routine and non-routine subject matter
- Regardless of recurring and routine customer inquiries, comments, and concerns, approaches each and every interaction with superior listening skills
- Multi-tasks with a high level of efficiency yet treats every customer as the most important during the interaction so as not to leave the customer with a hurried impression
- Ability to ask effective probing and/or open and closed ended questions that will help in issue resolution in a conversational manner with customers, using verbal clues and system tools to develop tailored recommendations for the customer
- Ability to master initial training competencies while demonstrating the ability to learn additional competencies through additional training
- Ability to de-escalate challenging customer inquiries, comments, and concerns while delivering necessary information consistent with Company policies and processes
—————————————————————————————-
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity (http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf)
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.
For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org
California Consumer Privacy Act Employees, Contractors, and Applicants Notice
BENEFITS
Total Rewards Program
In addition to competitive pay rates and flexible career growth, we show our employee appreciation through a comprehensive Total Rewards package, including:
- Medical and prescription drug, dental and vision coverages for your and your eligible dependents
- Health Saving and Flexible Spending Accounts
- Life, AD&D and disability insurance
- Employer-sponsored 401(k) plan
- Paid time off, including paid holidays
- Tuition reimbursement
- Volunteer opportunities
- Voluntary benefits
- Employee discounts
Wellness Resources and Programs
Employees have access to the following wellness programs and resources:
Employees have access to the following wellness programs and resources:
- Work-life resources, such as employee assistance programs and financial counseling services
- 24/7 telephone access to health and wellness coaching to achieve personal goals
- Onsite pharmacy services at major campuses
- Fitness center access for all employees inclusive of showers, lockers, and group exercise classes at major Highmark campuses, Allegheny General Hospital & West Penn Hospital
- Access to chronic condition management programs when enrolled in the employer-sponsored medical plan
- 100% coverage for preventive exams, including flu shots
- Incentive program that rewards employees
- Secure bicycle parking at major campuses
- Healthy food options at onsite cafeterias
- Employee networks to gather in the name of health
- Onsite seated massage and stress management classes including yoga, mindfulness and meditation
LIVING IN PITTSBURGH
Pittsburgh, PA is home to Highmark Health’s corporate headquarters, as well as the headquarters of many of our businesses and a majority of our career opportunities. When you live and work in Pittsburgh, you’ll experience a wide variety of lifestyle advantages. Take a look around and you’ll quickly see why Pittsburgh is one of America’s most liveable, most affordable, safest and happiest cities. Learn more about this exciting and inviting location:
Location
Highmark Inc. – Pittsburgh Customer Service Center
When you join our Customer Service team, you’re taking the first step in a remarkable career journey with us.
This is not your typical call center job – it provides a foundational knowledge of multiple areas within Health Plan Operations (HPO) and exposure to other business subsidiaries.
At our Pittsburgh location, our team of nearly 60 Associates work in a dynamic and flexible environment to provide a wide range of skilled services and support. Each day is different and there is never a dull moment. On this team you will mainly field inbound calls.
Our team serves as the primary point of contact for our members. In this this role you will:
- Utilize a holistic approach for each customer conversation
- Deliver a customized, personalized approach that simplifies the customer experience
- Improve the lives of our members everyday
We offer various incentives for our team members from monetary to recognition to professional development and career growth.
We want you to grow in your career as an Associate with us. That’s why we ensure you have the ability to mentor new employees, shadow senior teammates, attend leadership forums and paid trainings as well as work on special projects and workgroups.
The diversity of experience and knowledge you receive allows for a wide variety of career growth opportunities not only within our team but throughout our enterprise.
Our team knows that when you work hard you deserve recognition in fun and creative ways. That’s why we host a variety of activities that include:
- Flexible work schedules
- Employee of the month
- Company sponsored food days
- Monthly engagement activities tied to performance
- Employee Appreciation week
- Birthday and Years of Service recognition
- Competitions with other Call Center locations
- Volunteer and philanthropy activities
- And more!
Outside of our standard total rewards and benefits package, our Pittsburgh location offers an onsite fitness center, cafeteria, employee health center, pharmacy, stores and bank!
Our Associates provide our members “service with heart” and help further our mission of creating a remarkable health experience, freeing people to be their best. Are you ready to join us?
Facility
Career Path
Your next steps
Take a look at what you can expect to happen next after you apply for this position.
Connect with the career that's right for you
Opt in to receive monthly email career updates on Highmark Health and our portfolio of businesses.
