Limited-Service CSR Tier I, CCO (47629)

Appendix A

CUSTOMER SERVICE REP I - JOB DESCRIPTION

Contact Center Operations Contract Support

DUTIES AND RESPONSIBILITIES:

Upon completion of training, the CSR's are able to perform the following types of duties:

* Utilize standard technology such as a telephone, e-mail, and web browser.

* Navigate to the appropriate pre-scripted responses which they must read verbatim to provide basic general and claims specific information.

* Follow established and documented policies and standard operating procedures, such as, filling out timesheets and adhering to privacy rules.

* Assist caller with filling out online application and submitting it electronically to plan provider for processing.

* Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read by the CSR to the caller.

* Refer calls as required to Customer Service Representative II.

EDUCATION, SKILLS, AND KNOWLEDGE:

* High School diploma or equivalent required.

* Minimum 6 months customer service/secretarial/telemarketing experience required.

* Must be able to speak and read English clearly, professionally and fluently.

* Must be able to type a minimum of 20 WPM.

* Experience working with a PC and the Windows operating system is required.

* Ability to effectively work within established contractual turnaround times required.

* Must have demonstrated excellent interpersonal and leadership skills and the ability to organize simultaneous tasks.

* Proven ability to work as a member of a team is required.

* All CCO personnel will be required by contract to undergo program update training as the program changes.

* May be required to work holidays. Overtime may be required.