The Inbound Contacts Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.
The Inbound Contacts Representative 2 addresses customer needs which may include complex benefit questions, resolving issues, and educating members. Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it. Escalates unresolved and pending customer grievances. Decisions are typically focus on interpretation of area/department policy and methods for completing assignments. Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction. Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.
3 years of Customer Service experience
Strong customer service orientation
Strong attention to detail
Strong typing and computer navigation skills
Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously
Effective verbal and listening communication skills
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
Candidates must live within a 50 mile radius of the Humana’s Charlotte, NC office which is located at 8520 Cliff Cameron Drive Charlotte, NC 28269.
Must provide a high-speed DSL or cable modem for a workspace (Satellite, wireless and Hotspots are prohibited). A minimum standard speed of 10×1 (10mbs download x 1mbs upload) for optimal performance of is required
Associate’s or Bachelor’s Degree
Previous inbound call center or related customer service experience
Training will begin day 1 and run the first 10 weeks of employment, no scheduled time off is granted during training.
The hours of operation range from 7:45 AM to 9:00 PM EST. Please note that the training hours of operation are typically 8:00 AM to 4:30 PM EST.
Scheduled Weekly Hours