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Job Description:

A 2 Billion dollar corporation in Arlington Texas is looking for Customer Service Representatives.

Customer Service Representative

Department: Customer Support Center/ Arlington, TX

Provides customer support services via telephone.

Essential Functions:

Receives in-bound communications from customers and/or facility personnel.

Documenting real-time call in CRM, following customer-centric questioning to gather pertinent facts, recording situation electronically, and forwarding concerns to appropriate functional area for resolution. Associate will assist with follow-up on issues and serve as point of contact between client and to ensure customer satisfaction and positive customer outcome.

Determines type of inquiry, documenting issue into CRM database, assigning each issue by functional area (Ops, Clinical, Billing, Client Services and CSR) for investigation, resolution, and follow-up.

Works with other functional areas to resolve customer issues, documents case in the system database, and notifies appropriate parties of what course of action needs to be taken for resolution.

Works with Pharmacy General Managers and RBO’s to resolve customer concerns and issues.

Works with associates in other functional areas, regional account management representatives and regional operations to resolve customer service problems.

Works with patients, collecting customer satisfaction information to satisfy requirements based on quality of service.

Performs other tasks as assigned.

Conducts job responsibilities in accordance with the standards set out in the Company’s Code of Business Conduct and Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Each essential function is required, although reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Position Qualifications

Education/Learning Experience

Required: High School Diploma or Equivalent

Desired: Associate’s/Bachelor’s degree

Work Experience

Required: 1+ years in high volume inbound Call Center/Customer Service

Desired: Previous experience in Healthcare

Skills/Knowledge

Required: Ability to communicate clearly both written and verbal formats.

Ability to use Microsoft Office (Outlook, Word)

Desired: Ability to use Excel, Word, Powepoint

Licenses/Certifications

Required: N/A

Desired:

Behavior Competencies

Required: Interpersonal Skills, Oral Communication, Written Communication, Teamwork,

Ethics, Organizational Support, Judgment, Planning/Organizing, Professionalism

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