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Highmark · 1 day ago

Customer Service Representative

Pittsburgh, PA

Full-time

Onsite

Entry Level

1+ years exp

Highmark Inc. is a customer service-focused company dedicated to providing a seamless and positive customer experience. The Customer Service Representative is responsible for resolving customer inquiries and concerns, striving for resolution in a single interaction, and maintaining high standards of service quality.

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Responsibilities

Engages with customers in a confident and compelling manner, performing the full range of customer service duties and responsibilities, as assigned

Strives to resolve customer concerns in a single interaction via telephone, written, or face to face communication

Responds to a diverse set of customers with an equal level of confidence regardless of the issue at hand

Works independently of support from a senior customer service representative, frequently utilizing the knowledge center, answering customer inquiries

Routinely responds to customers with an in-depth product knowledge achieved through a continuously improving set of listening, analysis, quality focus, problem solving, and documentation skills

Consistently exceeds results for internal adherence, efficiency, and inquiry timeliness

Resolves standard and frequently non-routine, limited impact, customer inquiries, comments, and concerns with the most limited escalation consistent with company policies and processes

Other duties as assigned or requested

Qualification

Customer service experienceProduct knowledgeListening skillsProblem solvingMulti-taskingDe-escalation skillsEffective questioning

Required

High School Diploma/GED

1-3 years experience in customer service or call center environment

Applies in-depth product knowledge obtained through ongoing cycles of working with routine and non-routine subject matter

Regardless of recurring and routine customer inquiries, comments, and concerns, approaches each and every interaction with superior listening skills

Multi-tasks with a high level of efficiency yet treats every customer as the most important during the interaction so as not to leave the customer with a hurried impression

Ability to ask effective probing and/or open and closed ended questions that will help in issue resolution in a conversational manner with customers, using verbal clues and system tools to develop tailored recommendations for the customer

Ability to master initial training competencies while demonstrating the ability to learn additional competencies through additional training

Ability to de-escalate challenging customer inquiries, comments, and concerns while delivering necessary information consistent with Company policies and processes