Associate - Customer Service Representative
With more than 180,000 people in over
40 countries, Capgemini is a global leader in consulting, technology and
outsourcing services. The Group reported 2015 global revenues of EUR 11.9
billion. Together with its clients, Capgemini creates and delivers business,
technology and digital solutions that fit their needs, enabling them to achieve
innovation and competitiveness. A deeply multicultural organization, Capgemini
has developed its own way of working, the Collaborative Business Experience™,
and draws on Rightshore®, its worldwide delivery model.
Learn more about us atwww.capgemini.com.
Rightshore® is a trademark belonging to
Capgemini is an Equal Opportunity
Employer encouraging diversity in the workplace. All qualified applicants will
receive consideration for employment without regard to race, national origin,
gender identity/expression, age, religion, disability, sexual orientation,
genetics, veteran status, marital status or any other characteristic protected
This is a general description of the
Duties, Responsibilities and Qualifications required for this position.
Physical, mental, sensory or environmental demands may be referenced in an
attempt to communicate the manner in which this position traditionally is
performed. Whenever necessary to provide individuals with disabilities an equal
employment opportunity, Capgemini will consider reasonable accommodations that
might involve varying job requirements and/or changing the way this job is
performed, provided that such accommodations do not pose an undue hardship.
Click the following link for more
information on your rights as an Applicant:http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
Job Location: Pensacola, FL
Desired skills and responsibilities:
Customer Service Representative Level 2
Customer Contact Center
Customer Service Representative Level 2 – Customer Contact Center
This job provides customer service in a call center environment by
primarily receiving and responding to telephone inquiries from policyholders,
beneficiaries, providers, agents, or others for information concerning
insurance policies by performing the following duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other
duties may be assigned.
Provides information and assistance to providers, agents,
policyholders, and others by responding to telephone inquiries from CHCS third
third-party administrator clients for; Medicare Supplement Policies, LTC Policies, Hospital Indemnity Policies,
Cancer, Dental, Disability Policies, etc .Accurately provide information regarding various insurance
questions (i.e., verification of benefits, claims status) by accessing and
updating software system data within company response standards.Provides service and follow-up on insurance questions by
researching company records to obtain information requested by customer,
performing routine transactions, and retrieving results from an online
terminal.Maintains working knowledge base of all company products and
services, and assists in the development of the level 1 counterparts.Complying with company regulations regarding Privacy,
confidentiality, and private health information.Providing written and oral communication to policyholders, agents,
providers, and others regarding inquiry status and resolution.Responds to callers inquiry’s within an allotted amount of time,
and follows up as promised in regards to escalated issues and situations.Checks escalation log multiple times within a week, and ensures
that open escalations are closed properly. ;Initiate and complete Call Tracks, checklists, and supportive
clerical responsibilities as necessary.Ability and Flexibility to work various shifts as required.Able to type speed of 35 wpm with 95% accuracy rate
This job has no supervisory responsibilities.
To perform this job successfully, an individual must be able to
perform each essential duties satisfactorily. The requirements listed below are
representative of the knowledge, skill, and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities to perform
the essential functions.
Accurately entering data via Windows-based environmentIntermediate computer skillsKnowledge use of basic math and English spelling and grammar
High school diploma or general education degree (GED); and six
months related call center experience and/or training.
Ability to read and comprehend simple instructions, short
correspondence, and memos. Ability to
write simple correspondence. Ability to
effectively present information in one-on-one and small group situations to
customers, clients, and other employees of the organization.
SOFT SKILLS COMPETENCIES
Customer Service, Integrity/Honesty, Oral Communications,
Ability to add, subtract, multiply, and divide in all units of
measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratio, and percent
and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out detailed
but uninvolved written or oral instructions.
Ability to deal with problems involving a few concrete variables in
CERTIFICATES, LICENSES, REGISTRATIONS
AHIP and/or LOMA certifications desired.
The physical demands described here are representative of those
that must be met by an employee to successfully perform the essential functions
of this job. Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly
required to sit. The employee frequently
is required to use hands to finger, handle, or feel and reach with hands and
arms. The employee is occasionally
required to walk and talk or hear. The
employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this
job include close vision, and ability to adjust focus.
The work environment characteristics described here are
representative of those an employee encounters while performing the essential
functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
I have reviewed this job description and understand all of the
requirements of performing this job and I am capable of meeting each and every
requirement, with or without reasonable accommodation. I understand that this job description in no
way represents an exhaustive listing of all tasks involved in performing this
job. The job description does not
constitute an employment agreement between employer and employee. I understand that business necessity may
dictate changes in the position requirement at any time. Should I have any questions regarding the
essential functions of my job at any time, I will ask my supervisor immediately