Concentrix Member Services Support - Healthcare in Pocatello, Idaho
Member Services Support - Healthcare
Requires both customer service and sales skills, and typically involves consultative sales, and lead creation. May require both inbound and outbound call work, or inbound calls combined with an outbound follow-up or confirmation call. May also involve both e-care (email and chat) and voice support.
Essential Functions/Core Responsibilities
Engages in both inbound and outbound voice and chat
Uses client-based email in work
Not required to maintain average handle time (AHT) of less than five minutes
May require follow up with customers on requested leads
Relies on multiple tools
Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
Listen attentively to customer needs and concerns; demonstrate empathy
Probe for and confirm understanding of customers issue and needs
Meet customer requirements through first contact resolution
Confirm customer understanding of the solution
Provide additional customer education as needed
Prepare complete and accurate work and update customer file
Effectively transfer misdirected customer requests to an appropriate party
Contribute ideas to better resolve problems, serve the customer, and improve productivity
Participate in activities designed to improve customer satisfaction and business performance
Occasionally use decision-support tools to answer questions
Solve problems that are sometimes unstructured and require reliance on conceptual thinking
Offer solutions to issues that are often non-standard/non-routine and require some clarification
Maintain broad knowledge of client products and services
Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests
Career Framework Role
Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
Convergys is an EEO/AA/M/F/Vet/Disability Employer
USA, Pocatello, ID
We will be the greatest customer engagement services company in the world, rich in diversity and talent. We will get there by embracing our culture.
We’re a company like no other. We are fanatical about our staff and are constantly helping them grow and achieve their career goals. We are a global workplace that offers YOU infinite possibilities!
In a world full of average, we stand out. We believe experience is everything. Period. To achieve outstanding results, we’re disrupting the market by being absolutely obsessed with making our clients’ businesses better. We bring together the brightest and most creative minds in business, cutting-edge technology solutions, proven design thinking expertise and exceptional customer experience centers. Our clients notice the difference too… in increased customer loyalty, improved business performance and differentiation in their markets. As a diverse, global organization, we have unconventionally fresh ideas and deliver extraordinary customer experiences for more than 450 of the world’s best brands. Concentrix. A passionate company powered by passionate people.
Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.