Job Details


Requisition Number 17-0033
Post Date 8/22/2017
Title Customer Care Representative
Organization Concordia Plan Services
Job Grade 14
City St. Louis
State MO
FT/PT Full Time
Description

Organization Profile

  • Concordia Plan Services ‘walks together’ with LCMS ministries by providing quality benefits and services that support the physical and financial health of members and their families.

 

Reporting Relationships

  • Customer Care Representative reports to Manager, Customer Care.

 

Essential Job Functions

  • Serves as front line representative and interacts with members and employers on the phone and via email; responds to inquiries about benefit programs and services offered, channeling them to the appropriate resource.
  • Communicates with both empathy and tact.
  • Acts as advocate for both members and employers.
  • Anticipates and responds to customer inquirers and provides appropriate information / solution.
  • Builds rapport to ensure high quality customer care.
  • Studies and thoroughly understands all plan updates, changes and revisions.
  • Uses various systems to document and process workflow items.
  • Uses technology to provide customers support.
Requirements

Education and Experience

  • Associate Degree or related work experience, required; Bachelor Degree, preferred.
  • Experience managing time-sensitive processes, deadlines, etc., with empathy and compassion.
  • Successful participation on collaborative team(s).
  • Experience in a customer service role, preferred.
  • Experience using workflow management technology, preferred.
  • One year of business office environment, preferred.

 

Competencies (Knowledge, Skills and Abilities)

  • Ability to quickly assess callers’ level of comfort with technology and communicate accordingly; demonstrates high audience awareness.
  • Understanding of multiple Internet browsers.
  • Aptitude for managing and diffusing difficult customer service situations.
  • Effectively balances customer advocacy and plan stewardship.
  • Maintains high energy level and poise in a fast pace and repetitive role; resilient.
  • Demonstrated documentation and record keeping skills.
  • Able to quickly understand benefit plans, functions and requirements within Operations, and key interactions among CPS departments/disciplines and related business systems.
  • Customer orientation:  demonstrates a high commitment to the organizational by applying concepts and principles of the Integrity Service program or similar values-based customer service program; is dedicated to meeting the expectations and requirements of internal and external customers.
  • Systems fluency:  command of system and collaborative tools (Pinnacle, SharePoint and Infor/Lawson), skilled in use of MS Office suite.
  • Communications:  ability to articulate information simply and concisely in person, over the phone and in writing, and to reflect CPS values in all internal and external communications. 
  • Organizational savvy:  ability to navigate effectively in highly regulated industry and with complex organizations required; experience navigating LCMS structure and operations.
  • Performance management and development: sets clear goals and objectives, cooperates and participates fully in the coaching process, and actively seeks continuous learning to improve personal and team performance.
  • Team work: participates fully on assigned and adjunct teams, fosters a collaborative spirit, builds collaborative networks with internal staff and vendor representatives.
  • Sensitivity:  practices high level of confidentiality, serve as liaison with individuals in crisis. Ability to relate well with professional church workers, maintaining appropriate balance between compassion, encouragement, and accommodation in all interactions.
  • Social / interpersonal skills: interacts effectively with a wide variety of people; respectful and maintains the dignity of others; amicable; fosters differing opinions and values input from various perspectives.

 

Supervisory Responsibility

  • Customer Care Representative does not have supervisory responsibilities.
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