Customer Services Representative (closed)
Overview of Job Responsibilities & Requirements:
Customer Services? hours of operation are generally 7:00 AM to 11:00 PM, depending on call center location and clients served, Monday through Friday. It?s also important to know Customer Services? hours of operation are extended during Medicare?s Annual Open Enrollment Period (?AEP?) (October 15 through the end of February). During this time (AEP period), Customer Services is open and works seven days a week, including Saturdays, Sundays and holidays, from 7:00 AM to 11:00 PM, depending on call center location and client served. The work hours of the Customer Service Department varies during the AEP period, based on the clients? service areas and requirements.
The primary function of a Customer Services Representative (CSR) is to accurately, completely, and thoroughly answer, process, and document inbound and outbound calls in a fast-paced, call center environment.
CSRs are required to meet individual performance objectives and goals and adhere to company policies and procedures in order to maintain their employment.
i. Training for new hire CSRs is approximately 90 days and consists of Corporate Training, basic Customer Service training, Medicare and client-specific training, ?nesting? in the call center environment, and on-the-job training.
ii. New hire CS training includes training on all position-related tasks, activities and operations. (i.e., resource materials, computer system interaction and usage, etc.)
iii. As part of CS training, new hires will be required to monitor call center activities and operations, and receive, answer and handle inbound calls for service and make outbound service calls.
iv. Customer Services trainees must maintain a minimum average score of 85% in each of the CS training modules in order to complete that module, continue their employment, and graduate from the classroom training component of CS training.
v. Attendance during the initial 90-day CS training period is required.
vi. CSRs are required to participate in, and successfully complete, supplemental, advanced, and remedial training as offered and provided.
- Attendance and Schedules.
i. CSRs are required to be on time and adhere to their schedules.
ii. CSR attendance and shifts are monitored under provisions of our attendance policy.
iii. CSRs may be required to work mandatory overtime with minimal notice based on the operational needs of the call center. The Company will make every effort to provide advance notice of mandatory overtime; however, there may be times when business conditions prevent that notice.
iv. Upon completion of Customer Services? classroom training and ?nesting? CSR hires may be assigned to a shift assignment OR allowed to select an available shift assignment based on seniority. Management cannot guarantee a specific shift for a CSR, thus, CSRs must be able to work any shift assignment available.
v. Full-time CSRs regular shift is an eight and one-half hour work-day with one 30-minute unpaid lunch. The Company may offer short breaks when business conditions allow; these breaks, however, should be no more than (2) paid breaks for a maximum of 15 minutes each.
vi. It is important to know and understand TMG Customer Services in-house employees are required to report for work even during periods of inclement weather. The Company is always open for business.
vii. All prospective Customer Services hires must successfully complete a pre-employment criminal background check and drug screening prior to their employment/assignment.