General Summary With minimal supervision ensure accurate, timely and efficient customer support while delivering World Class service. Respond to complex e-mail and web chat inquiries in a manner that supports the achievement of satisfaction, growth and operational excellence goals. Essential Functions Primarily respond to routine and complex e-mail and web chat inquiries from members and clients Responding to inquiries will require in-depth knowledge in the following areas: utilizing the plan, issuing authorizations, processing verification of eligibility, identifying and resolving payment errors and accurate completion of necessary documentation and forms processing Effectively educate and influence members and prospective members on the value and benefit that client offers through its products, services and extensive network of doctors Remain current on all changes to customer service policy, procedure and product information to accurately, consistently and efficiently respond to inquiriesIdentify and analyze trends and communicate to appropriate business partners, suggest necessary corrections, changes or solutions; appropriately elevate situations that could have company wide impacts Maintain and organize correspondence to ensure consistent, accurate and professional responses; recommend updates to CS on line knowledge management tools Respond to a minimum amount of incoming ACD calls daily and as business needs require Able to effectively navigate through all systems, including Egain and WebChat, Proclaim, CAD, CSR portal and Client Support Line requests Job Specifications One to two years of customer service experience handling complex issues in a high volume environment Excellent written and verbal communication skills Must be able to articulate information effectively via telephone, email and webchat as well as, clearly document customer situations and prepare letters to confirm agreements made verbally or in writing Proficient with Microsoft Word and Outlook Demonstrated ability to work independently with minimal supervision, take initaitive to effectively carry out responsibilities Ability to meet minimum production requirements Ability to work at a computer 96% of the time Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made verbally Must be available to work within the full range of call center hours of operation. Working Conditions The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust etc. The above information in this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.