Security Clearance required:
Cognosante is on a mission to transform our country's healthcare system. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people's lives today!
Customer Service Representatives (CSRs) provide exceptional service while answering in-bound consumer inquiries. Use basic office equipment and technology such as telephones, email, and web-based tools to perform duties. CSRs are trained on multiple systems and use these systems daily. To ensure information provided is accurate and consumers have the best possible experience all calls require the use of scripted responses.
Position is customer service focused. There are no sales involved.
Performing in-bound and outbound customer service support, via phone, email and/or chat
Respond to Customer inquiries within the set departmental staffing and time parameters
Follow established and documented policies and standard operating procedures, such as completing checklist, escalation request, and documenting account records
Provide quality satisfaction and accuracy in both responses and documentation in all customer and client service inquires
Achieve service level metrics that includes first call resolution, passing quality evaluations and adhering to the projects schedule and attendance policy
Adhere to HIPAA privacy laws
May be required to work holidays, evenings, weekends, and overtime
Perform other related duties as assigned
High School diploma or GED equivalent required
Minimum 1 year customer service experience preferred
Fluent in English
Ability to speak Spanish fluently is a plus
Inbound call center experience a plus
Participate in training and receive certification that all required modules received a passing score
Previous professional email correspondence experience strongly desired
Candidates that do not meet the required qualifications will not be considered.
Additional Minimum Qualifications:
Must be able to speak, write and read English clearly, professionally, and fluently
Must be able to type a minimum of 20 WPM
Basic computer knowledge and comfortable navigating a Windows based operating system
Friendly, empathetic phone presence
Ability to sit and speak for extended periods of time
Proven ability to build relationships within a team
Must be punctual and committed to assigned schedule
Must demonstrate excellent interpersonal skills and the ability to organize simultaneous tasks
Cognosante will not provide sponsorship for employment-based immigration benefits for this position.
Cognosante requires all employees regardless of position, work location or telework status to be fully vaccinated against COVID-19 unless prohibited by federal, state, or local laws. Cognosante will consider requests for reasonable accommodations due to disability or a sincerely held religious belief or otherwise in accordance with any federal, state, or local laws.
Cognosante is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.