Customer Service Representative in Charleston, West Virginia

Job ID Number

R4473

Employment Type

Full time

Worksite Flexibility

Remote

Job Summary

As the Customer Service Representative, you will handle customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and brokers in a customer service center.

Job Description

We are looking for a Customer Service Representative to handle customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and brokers in a customer service center. Other duties include troubleshooting and resolving customer complaints. This position will be full-time and remote.

This opportunity exists within our CAI’s Neurodiverse Solutions business unit, all candidates in consideration of positions within CAI’s Neurodiverse Solutions must be able to self-disclose that they identify as neurodivergent.

What You’ll Do

• Resolve customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner

• Prepare adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution

• Meet all production, quality, and adherence standards. Attends all required training classes

• Elevate issues to next level of supervision, as appropriate

• Maintain accurate records, including timekeeping records

• Other duties as assigned or requested

What You’ll Need

Required:

• Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards.

• Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally.

• Ability to take direction and to navigate through multiple systems simultaneously.

• Ability to maintain composure under stressful and fast-paced conditions.

• Strong written and verbal communication skills

• Ability to communicate complex information in a simple, customer facing way

Preferred:

• Customer Service in a call-center environment

• Customer Service in a Healthcare related call-center environment strongly preferred

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.