Customer Service Manager running customer service operations at Coles Supermarkets. Leading a team to ensure a safe and engaging environment for customers and staff.
About the role
- Bilingual Customer Service Representative handling client inquiries regarding health insurance services. Delivering exceptional customer service in a fast-paced environment with rotating shifts.
Responsibilities
- Responsible for providing phone guidance to clients and/or insured members.
- Communicates with members by phone to provide information regarding services covered by their health insurance plan.
- Provides guidance, support, and educational services on non-clinical matters related to plan coverages.
- Manages incoming calls and refers them to appropriate resources based on member needs.
- Documents and records transactions, including details of inquiries and actions taken.
- Refers unresolved customer complaints to supervisors for further investigation.
- Conducts outbound calls to gather information about services, satisfaction levels, and follow-up activities.
- Participates in training and development sessions.
Requirements
- Minimum of one (1) year of Customer Service experience.
- High school diploma completed and/or university credits (preferred).
- Advanced knowledge of computer applications and/or Microsoft Office.
- Strong orientation and commitment to customer service.
- Excellent verbal and written communication skills.
- Bilingual (Spanish and English).
- Fast documentation and internet navigation skills.
- Availability for rotating shifts (including weekends/holidays), Monday through Sunday, 24/7.
- A shift differential is provided.
Benefits
- Training in service, regulatory aspects, and health.
- 24/7 telemedicine service.
- Free health and wellness programs for employees.
- Growth and development opportunities.
- Contribute to the health and well-being of the population.
- Paid leave benefits.
Job title
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