Customer Service Representative

Selected Candidates must reside in the following states: Texas, Utah, New Mexico, Idaho, Ohio, Michigan, Arizona, Florida, Georgia, Indiana, Missouri, Oklahoma, Kansas

The Customer Service Representative ensures internal and external customers receive excellent service by answering questions, resolving

problems, and processing requests via telephone, chat and/or email. They are the front line of support by ensuring customers receive the appropriate referral, educating members on benefits and services, and following up to ensure satisfaction of the referral.

The Customer Service Representative performs a variety of functions in conducting administrative and technical duties related to customer

service in accordance with CLC policies and procedures related to EAP referrals to legal and identity theft and professionals for complimentary consultations and/or discounted services.

Under close supervision, an incumbent in this position will perform a variety of administrative and customer service duties to assist members solve a variety of problems impacting their personal or professional life. The ability to empathize and effectively communicate will be critical in building rapport to best understand the customer’s needs and provide the best resolution in accordance to CLC’s policies.

This incumbent must be able to adapt to a changing environment, have effective time management skills, and will ensure work is accurate, clear, and concise with strong attention to detail.

Performance Outcomes

Service Expectations

• Respond to phone calls, voicemails, and/or emails from EAPs, members, attorneys, or other internal/external staff

• Responsible for daily direct relationship with EAP representatives, customers, and law firms

• Be an advocate for our customers and be an empathetic problem-solver in all customer interactions.

• Answering the phones in a timely, welcoming, and professional manner

Member Education

• Accurately educating members on their benefits and answering member’s inquiries within the company guidelines

First Contact Resolution

• Providing a legal, mediation, and/or identity theft referral

• Customer follow-up by phone or email to ensure satisfaction of the referral within 2 business days.

• Accurately creating, verifying, and/or updating customer files

• Effectively articulate CLC’s benefits regarding helping members meet their needs

Performance Expectations

Maintaining a minimum Key Performance Indicator (KPI) targets which include:

• Quality Assurance (QA) of 95% or greater

• Average Handle Time (AHT) of 8 minutes or less

• Average Availability of 80%

• Other KPIs within Customer Service

Education, Knowledge, and Experience

• 2 or more years of customer service experience, preferably in a call center environment.

• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications

• Types a minimum of 35 WPM

• Innate understanding of customer service, with a strong sense for delivering superior service to customers

• Ability to work in a fast-paced environment, to manage high pressure situations, and to be flexible and adaptable when a situation requires it

• Basic knowledge of legal areas of practice and mediation.

• Basic knowledge of the Pending and Customer Care processes

• Thinks independently and make sounds decisions

• Ability to work well and be highly productive

• Demonstrates effective written and verbal communication

• Excellent problem-solving and multi-tasking skills

• Positive professional attitude and team player

FLSA (Fair Labor Standards Act) Status

• Non-Exempt, Overtime may be required.

Physical and Mental Requirements/Work Environment

The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Maintain excellent attendance and adherence

• Able to retain large amounts of information as it relates to the customer’s issue, their benefits, the customer’s benefits and limitations.

• Prolonged periods sitting or standing at a desk and working on a computer

• Must be able to regularly lift, carry, and otherwise move up to 15 pounds at times and occasionally up to 30 pounds

• The ability to frequently, physically move between departments/floors

• While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms.

• Travel is not required for this position.