Customer Service Representative - Temporary

Company Name:
Salary period: Weekly
The CMS Customer Service Representative I (CSR) is responsible for delivering general Marketplace information to callers. The CSRs use basic office equipment and technology such as telephones, email, and web browsers to perform their duties. The processes that the CSRs must follow are well defined and documented in standard operating procedures and scripts. Prescribed scripts must be read verbatim to the caller. Neither subject matter knowledge nor independent decision making is required by this position.
The Customer Service Representative I reports directly to the Customer Service Supervisor. This is an entry level position responsible for disseminating general Marketplace information. Application processing, enrollment guidelines and a general Marketplace background will be the focus with callers. The Customer Service Representative I will follow scripting to determine when to transfer the caller to a Customer Service Representative II
ΓΆΒ ΒΆ Provide knowledgeable responses to telephone inquiries in a courteous and professional
manner, utilizing pre-scripted responses which they must read verbatim to provide basic general and claims specific information.
ΓΆΒ ΒΆ Follow established and documented policies and standard operating procedures such as filling out timesheets, adhering to privacy rules and responding to numerous phone inquiries.
ΓΆΒ ΒΆ Utilize standard technology such as telephone, e-mail, and web browser to perform job duties.
ΓΆΒ ΒΆ Assist caller with filling out online application and submitting it electronically to plan provider for processing.
ΓΆΒ ΒΆ Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read by the CSR to the caller.
ΓΆΒ ΒΆ Refer calls as required to Customer Service Representative II.
ΓΆΒ ΒΆ Maintain up-to-date knowledge of CMS regulations and policies as they apply.
ΓΆΒ ΒΆ Report problems that occur via the online system so they can be addressed by the appropriate parties.
ΓΆΒ ΒΆ Respond to telephone inquiries within the set departmental staffing and time parameters.
ΓΆΒ ΒΆ May be required to work GDIT scheduled holidays. Overtime may be required.
ΓΆΒ ΒΆ Perform other related duties as assigned.
ΓΆΒ ΒΆ Regular and predictable attendance is required.

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