MEMBER SERVICES
New Benefits, Ltd
Member Services Representative

Job Summary: The Member Services Representative (MSR) is responsible for providing quality customer service in our inbound call center.

Duties:

• Answers all incoming calls and makes necessary outbound calls to provide consistently DAZZLING service.
• Take inbound calls from members, clients, and providers as well as explain member benefits, products, and help locate providers.
• Become an expert on at least one benefit while continuing to grow overall product knowledge.
• Achieve and maintain 90% monitoring average.
• Maintain an availability standard of 90% of the work day to take calls.
• Ensure consistent schedule adherence, including arrival to work, punctuality returning from breaks/lunches, and departing from work as scheduled.
• Resolve Level 1 problems within 24 hours.
• Other duties as assigned.

Qualifications and Skills:

• Friendly and pleasant phone voice.
• Excellent dependability and reliability.
• Ability to retain information.
• High School Diploma or GED.
• Call Center experience beneficial.
• Bilingual skills a plus.
• Ability to type and handle phone conversation simultaneously.
• Ability to sit for extended periods of time, as well as walk in outside weather conditions between our two buildings when necessary.
• Ability to talk or hear, both in person and by telephone- including use of headset equipment.
• Good visual acuity.
• Repetitively feel and operate standard office equipment.
• Capable of reaching with hands and arms, as well as lifting up to 25 pounds.
• Must be able to perform work at a computer terminal for 6-8 hours, and function in an environment with interruptions.
  
  *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Reports to: Member Services Supervisor