Customer Service Representative
Experience: Job Code: REQ-027471
Sagility
Work@Home USA
job Details
Job title
Customer Service Representative
About Sagility
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Job title:
Job Description:
Overview
Customer Service Representatives (CSRs) serve as the frontline connection between the client and its customers. They are responsible for handling inquiries, resolving issues, and delivering a positive customer experience across all communication channels. CSRs must be professional, detail-oriented, and committed to providing high-quality support.
Responsibilities
Respond to customer inquiries via phone, email, chat, or other communication channels in a timely and courteous manner
Resolve customer issues efficiently and effectively while maintaining a high level of customer satisfaction
Document customer interactions and update account records accurately in the system
Escalate complex issues to appropriate teams or supervisors when needed
Maintain knowledge of company products, services, and policies to provide accurate information to customers
Meet or exceed performance metrics including call handling time, resolution rate, and customer satisfaction scores
Follow communication scripts and standard operating procedures where applicable
Participate in training and coaching sessions to improve performance and service quality
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