Job Description
Job Summary
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Essential Job Functions:Under the supervision of the Customer Service Manager, the Customer Service - Escalations team member’s primary responsibilities include: Handling escalated member concerns while also providing Help Desk support for the Customer Service Team. Researching, responding, and providing a resolution, within the appropriate timeframe, to member inquiries submitted via phone, chat, email, or fax. Provide support for the customer service team through the manning and operation of the Help Desk. Serving as a resource and assisting the team of Customer Service Representatives (CSR’s) with questions related to escalated or technical issues. Being a reliable point of contact for members by keeping them updated on steps being taken to research and resolve any unsettled concerns. Partnering with the Customer Service Manager to identify training opportunities that improve CSR problem s...