Customer Service Representative (CSR) - Bilingual-Spanish Applicants are Encouraged to Apply!!

Avesis Inc Phoenix, AZ
Position Overview

Avesis is currently recruiting for Customer Service Representatives for their upcoming Call Center Training class in mid-September in Phoenix, AZ. Are you seeking to make an impeccable difference at a great company while building a great career with great benefits, then we here at Avesis wants to hear from you! Bilingual-Spanish applicants are strongly encouraged to apply! *Differential pay is offered if qualifications met.

Avesis believes the people we hire are experts. That's why we treat them with respect and reward them with perks befitting an expert. In addition to our competitive salary, we offer:

* Medical/Dental/Vision

* Life and disability

* Matching 401(K)

* Generous Paid Time Off Plan

* 9.5 Holidays

* Avesis Perks (Company discounts - Local restaurants, gyms, cell phone service discounts, auto, travel, international theme parks and many more)

* Tuition Reimbursement

* Referral Bonus

* Casual Dress Code

* We offer outings and opportunities to unwind and have fun with co workers and family members throughout the year.

This position is located in the Customer Service department, an inbound call center operation. Under supervision, the CSR provides telephonic assistance to health plan members and representatives of healthcare providers and associated health plans relating to all aspects of relevant health plan programs and benefits. The CSR will use Avesis systems applications and reference resources to investigate, analyze, and resolve caller inquiries with a focus on fully responding to and anticipating other information they may need. The goal of each interaction is to fully resolve the callers' expressed and other potential information needs on that call and to achieve superior customer satisfaction. The CSR will be responsible for managing customer service interactions according to defined procedures and customer service protocols, and documenting each interaction in Avesis' customer service application. Following the applicable period of training and skill development, the CSR will be expected to adhere to call center schedules and to achieve defined productivity and quality performance standards. Assistance, guidance and support are provided by the assigned Team Lead CSR, Supervisor and Quality Review/Coaching staff members, and overseen by the Manager, Customer Service.

Essential Job Functions

* Listening carefully and empathically to callers, ensuring that they are fully understood

* Communicating clearly and effectively with health plan members and representatives of health care providers or associated health plans

* Consistently following prescribed procedures and policies for assisting callers and documenting each customer service encounter

* Engaging the Lead CSR or Supervisor according to call escalation procedures and policies

* Understanding and skillful use of Avesis' telephone system, customer service and related applications, on-line reference tools, and other resources used by CSRs in Customer Service

* Close adherence to published work schedules and adjusting to work schedules/shifts as needed

* Adapting to procedural and policy changes as published and according to training delivered

* Achieving CSR performance objectives relating to productivity, quality, skill development and adherence published schedules

* Other duties as assigned