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.
2 years of customer service experience
Previous Call center experience
Demonstrated customer service orientation
Strong computer skills utilizing multiple computer applications simultaneously
Ability to maintain a professional demeanor, practicing strict confidentiality for all sensitive information
Strong initiative with the ability to adapt to change quickly and be empathetic
Candidates must live within a 50 mile radius of the Humana’s Metairie, LA office which is located at 1 Galleria Blvd. Metairie, LA 70001.
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
Fluency in Spanish is a plus
The hours of operation range from 7:00 AM to 7:00 PM CST. Please note that the training hours of operation are typically 8:00 AM to 4:30 PM CST.
Training will begin day 1 and run the first 10 weeks of employment, no scheduled time off is granted during training.
Overtime is generally voluntary but may be mandatory based on business needs. We strive to provide a minimum of a 1 week advance notice if you need to work OT hours
Scheduled Weekly Hours