Position Description:
Base pay is influenced by several factors including a candidate’s qualifications, relevant experience, and anticipated contributions to meet the needs of the business, along with internal pay equity and external market driven rates. The salary range displayed has not been adjusted for geographical location. This range has been created in good faith based on information known to Capital Blue Cross at the time of posting and may be modified in the future. Capital Blue Cross offers a comprehensive benefits packaging including Medical, Dental & Vision coverage, a Retirement Plan, generous time off including Paid Time Off, Holidays, and Volunteer time off, an Incentive Plan, Tuition Reimbursement, and more.
At Capital Blue Cross, we promise to go the extra mile for our team and our community. This promise is at the heart of our culture, and it’s why our employees consistently vote us one of the “Best Places to Work in PA.”
The Customer Service Representatives (“CSRs”) are the front-line team at Capital BlueCross (“CBC”) and are responsible for handling all customer inquiries through multiple channels (i.e., phone, web, electronic, and/or face-to-face) by using material and tools with accuracy and precision. This incumbent will be responsible for effectively presenting and discussing our products and services, creating and maintaining positive relationships and for exceeding quality, productivity, and ultimate performance goals. This incumbent will be required to initially attend a training class in addition to ongoing periodic refresher trainings to service our customers as business needs permit.
Responsibilities and Qualifications:
Customer-Focus:
- Manage telephone, electronic, and face-to-face interactions professionally, efficiently and with excellent communication skills
- Effectively present and discuss the products and services to external and internal customers with integrity and understanding and accuracy with every interaction
- Focus on customer retention through first call resolution of concerns
- Establish and maintain positive relationships with customers on behalf of the company by taking personal and complete responsibility for each customer interaction
- Ensure all customers’ needs are completely met, timely, without elevation if possible
- If business needs permit, support the efforts of CBC sales representatives by conducting onsite and/or community-based educational meetings
Performance standards, business metrics and process improvements:
- Large emphasis on quality, productivity, adherence, handle time, and not negatively affective and jeopardizing CBC customer relations, internally and externally
- Complete ongoing training to stay abreast of products, services and policy changes
- Improve quality of work on a daily basis by learning and employing new skills or adapting pervious processes to mirror the fit-for-excellence company culture
- Recognize, document, and alert supervisors of trends in customer calls
- Conduct self in a manner consistent with the values of the organization
About Us: We recognize that work is a part of life, not separate from it, and foster a flexible environment where your health and wellbeing are prioritized. At Capital you will work alongside a diverse and caring team of supportive colleagues and be encouraged to volunteer in your community. We value your professional and personal growth by investing heavily in training and continuing education, so you have the tools to do your best as you develop your career. And by doing your best, you’ll help us live our mission of improving the health and well-being of our members and the communities in which they live.
