Customer Service Representative

Position Overview

The Customer Service Representative (CSR) is responsible for ensuring BCS customers receive a positive customer experience via phone, email, or online chat for BCS’s EssentialCare product clients. CSRs will be the frontline support for the BCS enrolled members and will need to respond to members in a timely and professional manner. The role will also assist with contacting members and/or providers to obtain additional documentation necessary for claim processing.

This position will report to the Director, Service Partner Management.

Essential Elements

· Respond to member queries in a timely and accurate manner, via phone, email or chat · Identify member needs and help members understand applicable BCS products and procedures · Assist members and providers with questions regarding product, enrollment, billing and/or claim status questions · Analyze and report and product or system related issues as needed · Use de-escalation techniques on hone calls with members and providers · Utilize internal software, databases, scripts, and work tools responsibly and appropriately to the needs of each call · Gather customer feedback and share with our Product, Sales, Marketing and Operation teams · Assist with training new CSRs as needed Requirements List education, experience, competencies, travel and/or physical requirements required vs. preferred

Education and Certifications

High school diploma or equivalent; higher education or certifications in insurance or related fields preferred

Experience

Experience as a Customer Service Representative in the Accident and Health industry a plus

Excellent verbal and written communication skills

Proficiency in customer service software and CRM systems, including Microsoft Office Suite

Multi-tasking abilities

Patience when handling tough situations

Fluency in multiple languages preferred

Travel Required

<10%

What we offer:

• Hybrid and remote work environments
• Full benefits including flexible HSA/PPO medical plans, Dental, Vision, andHSA/FSA
• 401(k) w/ up to 6% company match
• Generous PTO starting at 22 days annually
• 12 paid holidays
• Parental leave
• Home office and wellness reimbursement
• Generous employee referral program
• Professional development and development planning: tuition reimbursement, continuing education & assistance obtaining professional certifications