Customer Service Rep II

ESSENTIAL DUTIES

AND RESPONSIBLITIES include but are not limited to the following: Promptly and courteously answer inbound telephone calls Assess, prioritize and resolve client issues using good listening and comprehension skills Escalate issues to management as appropriate Document and retain all pertinent information Manage outbound outreach for enrollment and/or refills Manage multiple client programs Responsible for training call center new hires Perform related duties as assigned, including but not limited to direct member reimbursements; ID card management and distribution, etc.

QUALIFICATIONS

AND REQUIREMENTS Minimum 2 years of experience in a customer service position, preferably in a call center environment PBM, pharmacy or health care industry experience preferred Health insurance background and knowledge of pharmacy terminology desired Proficient PC skills in Windows-based applications. Excellent verbal and written communication skills Excellent telephone etiquette and strong customer service orientation Highly organized with strong attention to detail Excellent time management skills Ability to work independently and with a team Ability to exercise logical critical thinking in problem solving Ability to be flexible and quickly adapt to the changing needs in the department.

Flexible with scheduled work hours Bilingual English/Spanish is a plus EDUCATION High School Diploma or equivalent Pharmacy Technician Certification is a plus PHYSICAL DEMANDS Requires sitting, standing, and occasional light lifting.