Customer Service Representative

Location: Rochester, NY

Description:

• Under the direction of the Supervisor of Customer Service, this position resolves customer inquiries via telephone, email, walk-in, and mail regarding plan benefits, claim payments and denials, and eligibility in accordance with custom designed benefit plans.
• This will be done in a polite, professional, and courteous manner at all times.
• The Customer Service Representative meets the statistical goals of the position.
• Researches and responds to inquiries via telephone, email, walk-in, and mail from internal and external customers in accordance with custom designed benefit plans.
• Meets set statistical performance measures such as length of each call and daily call volume.
• Acts as a liaison between customers, internal departments, vendors, and business associates.
  
  

Minimum Qualifications:

• Associate’s degree in Business Administration or related field with a minimum of six months work experience.
• In lieu of degree a min of 2 years experience working in a customer service setting/environment.
• Successful completion of the Customer Service Training Program.
• Ability to multi-task in a fast-paced environment while maintaining high accuracy.
• Excellent oral, written, and listening skills.
• Capability to handle stressful situations in a professional manner.
• Ability to respond to all inquiries in a calm, polite, professional manner.
• PC skills required.
  
  

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.