Manpower Group Call Center Support Specialist in Quincy, Massachusetts

Manpower is looking for an experienced Customer Service Representative

The job is located in Quincy, MA Monday - Friday 8:30-5pm PAYING $14 AN HOUR

This assignment is for 4 months

Job Description

Responsible for responding, researching, and investigating telephonic and written inquiries from both students, parents, providers, schools and claims companies about benefits, eligibility, online waiver assistance and status, claims status, and other administrative issues. Ongoing support and workflow review to support offsite overflow contact center.

Essential Job Functions:

  • Maintain a comprehensive knowledge of the organization's policies and procedures as they relate to the ongoing education of all stakeholders (students, parents, schools and claims companies.) including, but not limited to, operational procedures for enrollment, eligibility, benefits and claims issues/problems.

  • Answers incoming calls in a timely and courteous manner that promotes the Company's products and services.

  • Conduct professional conversations and provide high quality responses to customer inquiries.

  • Research and properly responds to all telephonic and written inquiries in a timely fashion.

  • Pro-actively identifies and reports departmental and organizational issues that affect the customer experience.

  • Assist internal enrollment team with tasks/projects as needed to assure customer satisfaction.

  • Interfaces with various internal and external departments/companies to assist the caller in issues such as enrollment and eligibility, claim issues/problems, demographic changes, waivers and petitions.

  • Maintain correspondence files and documents all information in company XRM system.

  • Identify potential opportunities to sell stand-alone products.

  • Provide ongoing support to external overflow call center.

  • Maintain a minimum number of hours logged into all queues as a method to defer cost and remain in touch with customer trends.

  • Continued creation, management of data sets and workflows.

  • Participation in joint monitoring process with external contact center.

  • Management of escalated issues and feedback loop.

Education:

  • High school diploma, and bachelor's degree or some college preferred.

  • One or more years in a customer service position preferably in healthcare.

  • Excellent written and verbal communication skills required.

  • Strong telephone service skills preferred.

  • Working knowledge of computer software and systems.

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.