Advisor I, Customer Service - Bilingual

Job Title:

Advisor I, Customer Service - Cigna Accredo

Job Description

Dimension & Scope: Interface with customers via inbound or outbound calls or the Internet for the purpose of resolving routine problems with products or services. Principal Duties and Responsibilities: Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Listen attentively to customer needs and concerns; demonstrate empathy. Clarify customer requirements; probe for and confirm understanding of requirements or problem. Meet customer requirements through first contact resolution. Confirm customer understanding of the solution and provide additional customer education as needed. Prepare complete and accurate work and update customer file. Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. Effectively transfer misdirected customer requests to an appropriate party. Contribute ideas on ways to resolve problems to better serve the customer and/or 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 that may 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. Education & Professional Certifications: High school diploma or equivalent experience. Candidate Profile: Knowledge of basic computer operations. Willingness to rotate shifts, as needed. Ability to learn. Courteous with strong customer service orientation. Dependable with proficient attention to detail. Good listening and responding skills. Must be flexible with the ability to adapt to changes quickly and think conceptually. Possess insight into self and others. Solid problem solving skills. Some technical knowledge. Environment, Physical & Other Requirements: Ability to perform light hand activity work at a computer/telephone station in an office environment. Position is primarily sedentary. May stretch or stand at workstation for short periods at employee's option, as long as such activity does not detract from the employee's work, or interfere with other employees. 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 so classified.

Interactuar con clientes por medio de llamadas entrantes y salientes, consultas por medio de internet, correo electrónico, chat o cualquier otro medio afín determinado por EL PATRONO.
Asegurar que el servicio prestado a nuestros clientes cumpla con las métricas de Desempeño (KPIs: Key Performance Indicator)
Aclarar los requisitos del cliente; comprobar el entendimiento de estos, utilizar herramientas y recursos de apoyo para resolver los problemas de los clientes que no son estándar y requieren alguna aclaración o pensamiento conceptual.   
Escuchar atentamente las necesidades y preocupaciones de los clientes; demostrar empatía con el fin construir una buena relación con el cliente.
Saludar a los clientes de una manera cortés, amistosa y profesional utilizando los procedimientos acordados.
Mantener un amplio conocimiento de los productos y/o servicios de los clientes
Desempeñar un trabajo completo y preciso, incluyendo la documentación adecuadamente las cuentas según sea necesario.
Participar en actividades diseñadas para mejorar la satisfacción del cliente y el rendimiento empresarial
Ofrecer productos y/o servicios adicionales.
Rastrear, documentar y recuperar información en la base de datos para seguimiento de llamadas.
Cualquier otra función que le sea indicada o que resulte compatible con sus conocimientos y capacidades, y que sea inherente al puesto ocupado.
 

Location:

CRI San Jose - Jacks

Language Requirements:

English

Time Type:

Full time