Senior Customer Service Representative Job Description
Senior customer service representative
provides inbound Call Center support to assist the NY Medicaid provider community with billing and claims questions on paid, denied and pended claims.
Senior Customer Service Representative Duties & Responsibilities
To write an effective senior customer service representative job description, begin by listing detailed duties, responsibilities and expectations. We have included senior customer service representative job description templates that you can modify and use.
Sample responsibilities for this position include:
Analyze statistics and provide management team with KPI’s that will assist with efficiency, scheduling
Key Licensee Contact - work closely with licensees on ensuring that customer issues are handled properly
Assist in answering consumer calls and emails for the four retail divisions and store phone lines
Sales (Perform account level research and advise customer of products and services that may benefit them)
Stay abreast of all changes, developments and enhancements for all systems, products and upgrades
Actively listens to our customers and team to understand needs
Perform account level research and advise customer of products that may benefit them
Stay up to date on all changes, developments and enhancements for all systems, products, and upgrades
Accountable for own action and results
Ability to influence within team and scope of job
Senior Customer Service Representative Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Senior Customer Service Representative
List any licenses or certifications required by the position: HSA, IRA, APICS, ACS
Education for Senior Customer Service Representative
Typically a job would require a certain level of education.
Employers hiring for the senior customer service representative job most commonly would prefer for their future employee to have a relevant degree such as High School and Associate Degree in Education, Healthcare, General Education, Business, Associates, Communication, Technical, Social Media, Supervision, Graduate
Skills for Senior Customer Service Representative
Desired skills for senior customer service representative include:
Banking products and services
Practices and concepts
Word
HCFA guidelines and Medicare claims payment rules and claims policies and procedures
Managed care industry
Billing / finance and eligibility processes
Access
Edit
Microsoft Office applications with the ability to create
Desired experience for senior customer service representative includes:
Works well in a team environment with collaboration
Critical thinking on doing the right thing for our customers
Product Price maintenance WAC and Direct Invoice Pricing
Order entry/processing, shipment tracking , patient product replacements, RGA issuance and returns
Maintaining customer database through accurate and timely data entry
Providing amicable resolution and reliable follow-up with the customer
Senior Customer Service Representative Examples
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Senior Customer Service Representative Job Description
Job Description Example
Our innovative and growing company is hiring for a senior customer service representative. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for senior customer service representative
- Compose and send written correspondence to customers as needed
- Work independently to resolve both routine and complicated billing issues
- Actively participate in training and meetings to keep abreast of updates involving all internal and external processes and procedures including Sarbanes Oxley requirements
- Track and document inbound support requests using established CRM system and ensure proper notation of customer problems or issues
- Assign work to employees, follow up to assure satisfactory completion, check work progress throughout the department, and provide verbal and written work status reports to the supervisor
- Perform professional and more advanced client services tasks to ensure client support and provide satisfaction through actions to avoid issues, prompt resolution of problems, and develop relationships with clients through visits and telephone calls
- Principal work activity may include, but is not limited to
- Diagnose and define issues
- Work independently of supervisory/technical work assistance to provide all needed information for customers
- Responsible for submitting complete and accurate reports to supervisor on a regular basis
Qualifications for senior customer service representative
- Must be able to define client issues, collect data, establish facts, and draw valid conclusions
- Usually all necessary work information is not available and must be developed by the incumbent
- Regularly works with confidential client information requiring care to protect
- Works from oral or written instructions and a variety of rather involved job specifications, customer service forms and literature, and business documents
- Requires advanced problem solving skill
- Applies company policies and procedures to resolve a variety of issues, including complex issues
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Senior Customer Service Representative Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of senior customer service representative. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for senior customer service representative
- Opens deposit accounts
- Prepares and processes loan applications for various lending units (mortgage, consumer, small business)
- Closes loans for customers for applicable business lines
- Proactively reaches out, by phone and in person, to high-value customers in efforts to retain and grow the portfolio
- For licensed individuals, sells annuities and/or insurance products
- Responsible for operational compliance and adherence to policy
- Handles daily account maintenance and other service issues as necessary
- May oversee and coach “junior” account representatives in their sales and service activities
- Expected to gain a full understanding of the teller function with the expectation that it may be necessary to act as a teller in an emergency situation
- Senior account representatives may also, at times, be expected to act in a “management” capacity – particularly in branches with smaller staffing complements
Qualifications for senior customer service representative
- Proficiency in language (spoken and written) is essential
- Sound MS office (Excel, Outlook) skills
- Preferably some experience with business applications (SAP, Model N, BI)
- Good time management and a team player
- Ability to work both independently part of a team
- Minimum 3 years’ of experience in Contracts Administration, Customer Service, Account Management, Sales, Project Management, Quality or Supply Chain
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Senior Customer Service Representative Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of senior customer service representative. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for senior customer service representative
- Product information research and scans
- Research and work with various Business units for problem resolution
- Process scan requests using Roscoe
- Using Siebel, document issues completely and accurately in real time
- Training or delivering presentations to internal customers
- Ability to understand and resolve complex questions and issues
- Document, create and adhere to policy and procedures
- Projects and training as identified by manager
- Methodically works through questions and issues to resolve the root of the problem
- Takes ownership of customer concerns to ensure customer satisfaction
Qualifications for senior customer service representative
- 1 - 3 years related experience in customer service and/or call center
- High school diploma and three and a half years of relevant experience or College diploma and one and a half years of relevant experience
- Ability to analyze and resolve routine complex problems and exceptions in order to complete final resolution processes
- Demonstrates solid knowledge of Microsoft Office Suite
- Demonstrates the ability to type a minimum or 40 wpm
- Demonstrates general knowledge of gross margin sales tools across all regions and markets
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Senior Customer Service Representative Job Description
Job Description Example
Our growing company is looking to fill the role of senior customer service representative. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for senior customer service representative
- Occasionally, support the wider portfolio team as a whole along with ad hoc duties
- Responsible for the sales of products and services at the branch by using consultative sales methods to identify and qualify new and existing customers for various products and services, thus consistently achieving employee sales goals
- Responsible for entire consumer loan process and residential mortgage process from interview to close by accepting, analyzing, and passing judgment on loan applications up to employee lending authority
- Assist in answering of incoming calls from insurance adjusters and vehicle owners by explaining in detail CCC's valuation product offering
- Document conversation with claims adjusters in regards to the specific loss report
- Maintain a good relationship with dealers and claims adjusters to ensure overall customer satisfaction
- Cashing checks, processing deposits, withdrawals, transfers and loan payments
- Documenting larger deposits using Currency Transaction Reports
- Identifying and selling East West Bank products and services beneficial to customer needs
- Addressing customer questions/concerns referring to appropriate internal resources for resolution •Identifying fraudulent activity to prevent potential losses to the Bank
Qualifications for senior customer service representative
- Keeps track of the type of customer complaints and analyzes the trend to minimize them
- Highly developed interpersonal skills with the ability to work with a team
- At least 3 years’ experience in Rail, Container and ideally in the area of Intermodal
- German and/or English skills in favor
- Good command of Office programs user experience
- Command of Transportation and customs legislation
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Senior Customer Service Representative Job Description
Job Description Example
Our company is hiring for a senior customer service representative. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for senior customer service representative
- The Senior customer service Representative would be required to interact with customers about products
- Resolve a wide range of customer�s issues, educate them on process and company policy
- A senior customer service Representative would work with the supervisor and other team members as instructed
- You would trouble shoot, research information and verify accuracy of information provided
- You would work independently and so you are required to have some problem solving skills
- Answer incoming phone calls from customers and identify the type of assistance they need
- Ask questions and listen actively to identify issues while documenting required information in our computer systems
- Prior knowledge of HSA, FSA and/or HRA's helpful but not required
- Must be familiar and efficient in keyboarding and have the ability to talk and type at the same time
- Assist customers in navigating company website and encourage them to become self sufficient
Qualifications for senior customer service representative
- Preferred Insurance related education
- Enrolled or agreeable to completing the Chartered insurance Professional Designation
- Ability to acquire a Letter of Authority in the Province of Ontario and other Provinces as deemed necessary
- Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or
- Must have the ability to identify and solve problems and to multi task under deadlines
- Strong customer service, organizational & communication (written/oral) skills