Customer Service Representative- Work From Home

Customer Service Support Representative (Call Center)

The Customer Service Support Representative will report to a Customer Relations Supervisor and serve as the primary support to ensure that families who have enrolled with a Connections Academy school are served with a best-in-class customer service experience. The team works closely and collaboratively with other Enrollment and Customer Engagement teams to ensure that the customer’s experience will be delightful.

The position is expected to have a broad-based knowledge of the post-enrollment experience and Connections Academy program knowledge. A successful Customer Service Support Representative will be able to provide a timely one-stop resolution for enrolled families, whether on the phone, in email, or through a support ticket.

Primary Responsibilities:

• Provides immediate, ongoing, and efficient information and problem resolution to families in a timely manner via telephone, e-mail, or support ticket management.
• Utilizes systems and tools as prescribed to provide the most accurate solutions to customers.
• Completes assigned administrative tasks to high standard and on time, including Issue Aware support tickets, email, webmail, and Address Change requests for enrolled families.
• Provides efficient conflict resolution in a friendly and professional manner.
• Participates in regular team meetings, one-on-one leadership meetings, and training opportunities as assigned.
• Protects the privacy of student account information through compliance with federal student privacy law (Family Education Rights and Privacy Act (FERPA).
• Maintains a productive working relationship with other departments, and school leadership through professional communication, both written and verbal.
• Performs other duties as assigned.

Required Skills:

• Excellent verbal and written communication skills.
• Excellent conflict resolution skills, including the ability to calmly deescalate issues and take appropriate action to resolve problems and offer solutions.
• Ability to demonstrate proficiency with software applications used in the department, including Salesforce.
• Accountability, skilled at trouble shooting and owning the solution.
• Excellent organizational skills and the ability to work under time-sensitive deadlines.
• Strong problem-solving skills.
• Ability to use active listening skills.
• Strong research skills; must be able to utilize resources to find answers and to follow processes and procedures expected of the position.
• Demonstrated understanding of FERPA guidelines and internal policies regarding student and employee privacy.
• Ability to understand and follow professional standards.
• Preferably with prior call center experience.

Qualifications:

• High School Diploma required.
• Customer service experience required, experience in an inbound phone queue a plus.
• Prior experience with a CRM, like Salesforce, a plus.
• Familiarity with MS Office Suite a plus.

This position will be 40 hours/week, Monday-Friday, and have an assigned shift within 8am-8pm ET.

As required by the Colorado Equal Pay Transparency Act, Pearson provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the starting pay for this role is $19/hr. This position is not bonus eligible, and information on benefits offered is here.

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.

Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here: http://www.pearson.com/careers/diversity-and-inclusion.html

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status, or any other group protected by law.

Job: CUSTOMER SERVICE

Organization: Virtual Learning

Schedule: FULL\_TIME

Awarded the Best Place to Work 2021, Blue Cross Blue Shield of Arizona helps to fulfill its mission of improving the quality of life of Arizonans by delivering a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.

• Shifts are Monday-Friday, between 6:00am – 6:00pm
• 9+ weeks of Instructor-led paid, virtual training

• Up to 16 days PTO, 11 paid holidays
• 8 hours paid Volunteer hours to serve our community!
• Up to a 12% Annual bonus based on Corporate Goals and Individual Performance
• Medical, Dental and Vision Coverage
• 401(k) up to 5% dollar per dollar match
• Tuition Reimbursement
• Employee discounts, Gym Reimbursement, Wellness Programs, incentive bonuses and more!

• Customer Care: Identify, research, process, resolve and respond to customer inquiries and correspondence via telephone, written communication and/or in person.
• Member Advocate: Explain to customers a variety of information concerning the organization’s services, including but not limited to, contract benefits, changes in coverage, eligibility, claims, BCBSAZ programs, provider networks, etc.
• Our Customer Advocate Phone Specialist will typically answer 40+ calls per day
• Answer a diverse and high volume of health insurance related customer calls and correspondence daily.
• Meet quality, quantity, and timeliness standards to achieve individual and department performance goals as defined within the department guidelines.
• Document and record facts regarding inquiries and correspondence by updating BCBSAZ files and system.
• Demonstrate and maintain current working knowledge of the required BCBSAZ systems, procedures, forms and manuals.
• Perform all other duties as assigned.

• High School diploma or equivalent
• At least 1 year of external Customer Service Experience
• Intermediate skill in use of office equipment, including copiers, fax machines, scanner and telephones
• Detailed oriented, maintain confidentiality and privacy and ability to navigate multiple computer systems and software programs

Our Commitment

BCBSAZ does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.

Thank you for your interest in Blue Cross Blue Shield of Arizona. For more information on our company, see azblue.com. If interested in this position, please apply.

also check this job: Data Survey Associate Jobs For Students $12 – $18 an hour – Part-time

Customer Service Representative Part Time Jobs High Salaries $3,677/Month