Customer Service Representative

Partnered Staffing - Kelly Services
 Lodi, CA

Company Description

Kelly Services is looking to hire several Site Logistics Operators/Material Handlers in Knoxville, TN for an industry leading chemical company. For this opportunity, you could be placed as a Chemical Finished Product Operator or a Polymers Packaging/Warehousing/Shipping Operator on a long-term, indefinite assignment. You will be working with chemicals and should be comfortable doing such - either with previous experience or the willingness to learn.

Job Description

Position Summary:

  • Respond to and resolve various customer inquiries via telephone and correspondence, and resolve claims problems within established production and quality standards.
  • Answer incoming calls and written requests for information from members or providers promptly and accurately.
  • Compose routine and non-routine correspondence to answer member inquiries that require a written response.
  • Coordinate with other departments to ensure timely and appropriate responses.
  • Expedite and resolve complex issues and make claim adjustments.
  • Educate others on the client product, providing accurate information and updates to policies and procedures, improving overall customer satisfaction in the process.
  • In the Lead role, you will deal with the most complex cases and issues as an individual contributor or may focus on mentoring and acting as a backup for supervisory responsibilities.
  • May assist in scheduling and coordinating team activities.
  • Typically provide input in hiring decisions and performance appraisals.
  • Handle the highest level of escalated and unresolved calls.

Your responsibilities will include but are not limited to:

  • Successfully complete tier 2 training which covers some of the following:
  • Handles escalated calls; may de-escalate calls
  • Responds to member benefits in writing
  • Peer to peer coaching /training
  • Perform inventory reduction, routine to mid-level, (i.e. member inquiries, may adjust claims, responds to emails, etc.).
  • May expedite, research, and resolve complex issues.
  • Consistently perform established performance metrics, such as quality, production; average handling time (AHT) and calls per hour (CPH).
  • Work with minimal supervision.



  • Successfully meets requirements of nesting audit.
  • Have strong customer service experience (especially phones) and a proven ability to meet performance standards.
  • Strong organizational skills.
  • Ability to work independently and to mentor others
  • Ability to interpret the various health plans and any documentation associated with them.

Additional Information