About Everise
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity, and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work-at-home program, we believe great things happen when we work with people who think differently from us.
Job Summary
We are seeking an experienced Customer Service Representative to join our team of champions who deliver happiness to millions of customers around the world. As a Customer Service Representative, you will be the face of our company, providing exceptional customer service to our clients' members via inbound phone calls. You will be responsible for answering questions related to their healthcare benefits, resolving customer issues, and educating customers about products and services. If you have a passion for excellence, strong decision-making abilities, and a commitment to customer satisfaction, we encourage you to apply for this exciting opportunity.
Key Responsibilities
- Professionally handle a high volume of incoming calls, ensuring that customers receive exceptional service and support.
- Thoroughly and efficiently gather customer information, assess and fulfill customer needs, and educate customers where applicable regarding products and services.
- Ability to utilize and navigate multiple systems simultaneously, ensuring seamless communication and efficient issue resolution.
- Be dependable and meet all attendance requirements, demonstrating a strong commitment to our team and our clients.
- Resolve customer issues via one-call resolution guidelines and/or escalated process, ensuring that customers receive timely and effective support.
- Meet or exceed company and client performance metrics, demonstrating a strong focus on quality and customer satisfaction.
- Maintain a balance between company policy and client benefit in decision making, ensuring that customer needs are met while adhering to our company's standards.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers.
- Responsible for call disposition or compiling and documenting customer information as required, ensuring accurate and timely reporting.
- Ability to accept and embrace changes within the current business environment, demonstrating adaptability and a willingness to learn.
Qualifications
To be successful in this role, you will need to possess the following qualifications:
- Dedicated area to work from in your home, ensuring a quiet and distraction-free environment.
- Internet speed requirement of 20 Mb/s for download speeds and 10 Mb/s for upload speeds (Wireless access is not permitted).
- Demonstrated passion for excellence with respect to treating and caring for customers, ensuring a customer-centric approach.
- Strong decision-making and analytical abilities, enabling you to identify customer needs and clearly articulate products and services.
- Ability to identify customer needs and clearly articulate products and services, ensuring effective communication and issue resolution.
- Schedule flexibility to include weekends, evenings, possible holidays, and occasional overtime, demonstrating a willingness to adapt to changing business needs.
- Highly developed sense of integrity and commitment to customer satisfaction, ensuring that customers receive exceptional service and support.
- Meet all attendance and dependability requirements, demonstrating a strong commitment to our team and our clients.
- Be a team player, working collaboratively with colleagues to achieve shared goals and objectives.
Skills and Competencies
To excel in this role, you will need to possess the following skills and competencies:
- Excellent communication and interpersonal skills, enabling effective communication with customers and colleagues.
- Strong problem-solving and analytical skills, enabling you to identify and resolve customer issues efficiently.
- Ability to work in a fast-paced environment, handling multiple calls and tasks simultaneously.
- Strong decision-making and critical thinking skills, enabling you to make informed decisions and resolve complex customer issues.
- Ability to work independently and as part of a team, demonstrating a willingness to collaborate and support colleagues.
- Strong attention to detail and organizational skills, ensuring accurate and timely reporting and issue resolution.
Career Growth Opportunities and Learning Benefits
At Everise, we believe in investing in our people and providing opportunities for career growth and development. As a Customer Service Representative, you will have access to:
- Comprehensive training and onboarding program, ensuring you have the skills and knowledge needed to excel in your role.
- Ongoing coaching and feedback, enabling you to develop and improve your skills and performance.
- Opportunities for career advancement and professional growth, enabling you to take on new challenges and responsibilities.
- Access to industry-leading tools and technology, ensuring you have the resources needed to deliver exceptional customer service.
- Collaborative and supportive work environment, enabling you to work with a talented team of professionals who share your passion for customer service.
Work Environment and Company Culture
At Everise, we pride ourselves on our inclusive and supportive work environment. As a Customer Service Representative, you will be part of a diverse and dynamic team that values:
- Diversity and inclusion, celebrating the unique perspectives and experiences of our employees.
- Collaboration and teamwork, working together to achieve shared goals and objectives.
- Continuous learning and development, investing in our people and providing opportunities for growth and improvement.
- Customer-centric approach, prioritizing the needs and satisfaction of our customers.
- Fun and engaging work environment, celebrating our successes and achievements.
Compensation, Perks, and Benefits
As a Customer Service Representative, you will receive a competitive salary and benefits package, including:
- Medical, dental, vision, and 401K benefits, ensuring your physical and financial well-being.
- Earned PTO, enabling you to take time off when you need it.
- Opportunities for career advancement and professional growth, enabling you to take on new challenges and responsibilities.
- Access to industry-leading tools and technology, ensuring you have the resources needed to deliver exceptional customer service.
- Collaborative and supportive work environment, enabling you to work with a talented team of professionals who share your passion for customer service.
Conclusion
If you are a customer service professional with a passion for excellence, strong decision-making abilities, and a commitment to customer satisfaction, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at Everise, you will have the chance to work with a talented team of professionals, deliver exceptional customer service, and grow your career in a dynamic and supportive work environment. Apply now and join our team of champions who deliver happiness to millions of customers around the world!
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