Customer Service Representative I - PBM/PHC
: Job Details :

** Customer Service Representative I - PBM/PHC**

**Job Category****:** Customer Service Rep **Requisition Number****:** CUSTO001149 Showing 1 location **Job Details**

**Description**

**SUMMARY:** The Customer Service Representative-I is responsible for answering and making phone calls in order to assist members, clients, pharmacies and doctors with their needs in a professional, positive and thorough manner. **ESSENTIAL DUTIES AND RESPONSIBILITIES** include but are not limited to the following:

Records calls and requests accurately and thoroughly in appropriate system.

Uses appropriate greeting.

Logs in and out of phone correctly.

Transfers and puts calls on hold according to policy.

Recognizes the importance of callers and uses positive words, while displaying a can-do attitude.

Uses empathy and addresses caller needs in all interactions internally and externally.

Consistently proficient in speaking, pacing, listening, greeting, closing and gaining proficiency in communication,

knowledge and adherence to procedures, business and caller needs.

Actively and attentively listens in all scenarios.

Follows basic protocol for written communication with minimal grammatical, spelling and presentation errors.

Actively participates in call reviews and coaching sessions, accepting feedback and working consistently to improve on areas highlighted.

Able to locate information in appropriate databases and access client rules.

Provides appropriate information to callers and documents notes appropriately, as defined in the business rules.

Escalates issues to management, as appropriate.

Documents all information provided in the appropriate systems.

Builds rapport with other team members by being approachable and participating in team discussions and activities willingly.

Demonstrates ownership and accountability for own workload.

Contributes to business performance by providing required level of service. **QUALIFICATIONS AND REQUIREMENTS:**

1 year customer service preferred.

Bilingual English/Spanish is a plus! **EDUCATION:**

High School Diploma.

Pharmacy Technician Certification is a plus. *ProCare offers competitive pay and full-time benefits including medical, dental, vision, life, disability, and 401(k). All candidates must be able to pass a drug screen and criminal background check. ProCare is an equal opportunity employer. ProCare is a smoke-free and drug-free workplace. ProCare participates in E-Verify - all applicants must be legally eligible to work in the United States.*

*Due to the number of resumes we receive, we are unable to take phone calls regarding this position.*

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