Contact Center Customer Service Representative

Primary Purpose:

Executes day-to-day activities and handles client service concerns by maintaining and servicing inbound call activity and emails. Improve persistency and overall client satisfaction by serving as point of contact within sales offices, agencies, and employers. The shift hours will be Monday-Friday from 8 am-5 pm. And the hourly rate will be $21 per hour. Computer equipment will be provided and only used in the office setting as this is an in-office position.

This is an in-office position in Milwaukee, WI 53212

Required Skills and Competencies:

High school diploma or general education degree (GED)

Must possess effective verbal and written communication skills

Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)

Desired Skills:

Previous industry experience

Possess at least 1 year experience in call center and at least 1 year experience in either the insurance industry or working at a provider’s office verifying insurance, medical claims, etc.

Advanced customer service skills-ability to handle a wide variety of callers in a professional manner and strong interpersonal skills.

Ability to process complex time sensitive information from multiple sources, make decisions based on data and to effectively communicate the related required actions to a broad audience.

High degree of initiative, mature judgment, and self-motivation.

Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines.

Team oriented ability to provide guidance on process, procedures, and product.

Comfortable with receiving feedback.

Essential Duties and Responsibilities:

Answer inbound ACD calls, manage email correspondence and perform outbound follow-ups.

Execute effective resolutions on service needs, including claims, billing, eligibility, licensing, commissions, web access, retention and other customer service needs that arise.

Provide a highly personalized member experience dedicated to educating Employers, Brokers and members on coverage and the tools and resources available to them.

Foster a sense of urgency and commitment to achieve goals resulting in the ability to influence the organization to meet and exceed customer expectations.

Perform root cause analysis and determine proper course of action.

Explain insurance concepts in an easy-to-understand format.

Demonstrate strong understanding of all workflows and business processes to execute overall service strategy.

Identify areas of process improvement and works with manager and internal organization to improve processes.

Meet and exceed individual and team performance goals to improve overall lapse rate and service.

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employees race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.