CMI Position Description – Customer Service Representative

Position Title:                     Customer Service Representative
Date Created:                    June 3, 2009
Non-Exempt
Reports to (title):             Team Leader
Location:                              Marlborough, MA

Summary of Key Role(s) and Essential Job Functions (responsibilities and estimated percentage of time spent in each):

• Perform each assigned duty satisfactorily.
• Make outbound calls in a high-volume call center environment; conducting survey questions, providing information, and announcements to customers.
• Utilize a variety of software application to administer customer account information and accurately record survey responses with careful attention to detail.
• Act as a liaison between the customer and other departments.
• Listen, build rapport and display empathy when assisting customers.
• Present callers with professional company image through phone interaction including being prompt, friendly, courteous, accurate, and helpful.
• Follow up on customer inquiries.
• Apply appropriate knowledge, effectively troubleshoot customer issues.
• Represent the company in a professional and positive manner in all situations, complying with all company policies and procedures.
• Adhere to all HIPAA regulations and Company and client policies and procedures concerning the protection and use of health information.
• Maintain metrics and consistency meet performance expectations.
• Recognize, document, and alert supervisor with any issues requiring escalation.
• Other duties as assigned.

Physical Requirements of the Job (including travel required):

• Ability to successfully conduct standard call center office work, including utilization of a computer, telephone, and office chair.
• Ability to remain seated and conduct telephonic work throughout the work-day.

Financial Accountabilities (e.g. operating budget, payroll, etc.):  None

Human Resource Accountabilities (number & functions of direct staff):  None