The Service Experience Representative serves as the first point of contact for Members and Providers seeking support across a range of topics including billing, Membership, Sharing Eligibility and general inquires. This role is responsible for delivering compassionate, accurate, and timely support throughout multiple channels, and plays a key role in advancing our mission to provide excellent service experiences.
DUTIES AND RESPONSIBILITIES:
- Uphold and Integrate Solidarity’s Catholic and Christian identity and foster the teachings of the Church in all aspects of your job responsibilities.
- Comply with company guidelines particularly those related to quality of service.
- Communicate effectively with Members and Providers via multiple channels in a professional manner ensuring they feel heard, supported, and respected.
- Resolve standard issues related to Medical Needs, Membership and Account Updates.
- Ability to understand Solidarity’s mission and vision.
- Ability to provide product and service information to existing members as it pertains to our sharing guidelines.
- Maintain an accurate Member account by documenting interactions with detail of inquiry, concern, and resolution in internal systems.
- Participate in training and contributes to a unified team environment.
- Identifies opportunities to update or improve Service Experience policy/procedure and make recommendations to the appropriate staff.
- Performs other related duties as assigned.
REQUIRED QUALIFICATIONS amp; SKILLS:
- Excellent verbal and written communication skills.
- Excellent active listening skills.
- Knowledge of customer service principles.
- Organized with attention to detail.
- Ability to resolve Member complaints and concerns while maintaining a professional and calm demeanor.
- Must be able to provide proof of eligibility to legally work in the United States.
- Proficient in managing multiple systems and prioritize effectively.
EDUCATION AND EXPERIENCE:
- High school diploma or equivalent.
- At least one year of customer service experience required.
PHYSICAL REQUIREMENTS:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift up to 20 pounds at times.
WORKING ENVIRONMENT:
- Professional office setting
OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.