Bilingual Customer Service Representative in Phoenix, AZ at The Results Companies LLC

Date Posted: 11/10/2019

Job Snapshot

Job Description

Company Overview

Headquartered in Fort Lauderdale, FL, The Results Companies is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management. Results operates 31 contact centers throughout the United States, Latin America, and the Philippines. For over 26 years we have served as a premier global customer experience provider for many Fortune 500 companies and uniquely designed, built and operated award-winning contact centers that have set the standard for innovative customer-focused contact solutions. Entrusted with over 46,000,000 relationships a year, our success and proven ability to respond to our Partner's growth has enabled us to expand our global footprint. With over 23,000 employees across the globe, The Results Companies' expertise extends beyond call centers. We're experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our Partners

Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:

  • Healthcare

  • Insurance

  • Wireless Telecommunications

  • Financial Services

  • Energy

  • Education

  • Subscriber Based Entertainment

  • Tax Services

  • Retail

  • Cable/MSO

    Vision Statement

    Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.

    Driven by our \"expect greater\" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.

    The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

    Position Overview

    The Results Associate manages Results Clients customers' phone/web/mail queries promptly and efficiently, and in accordance with company Policy and procedures. The Results Associate is responsible for providing quality and efficient customer service to customers; investigates account issues, respond to general inquires taking appropriate action while providing follow up to customer.

    Duties and Responsibilities

    Must be fluent in English and Spanish and able to provide customer service utilizing the appropriate/required scripting and quality assurance criteria while responding to member and provider inquiries such as claim and benefit status in a timely and professional manner.
    • Responds to callers via telephone while meeting all corporate guidelines and performance standards
    • Maintains current and ongoing product knowledge post training in order to provide:
      • Customer experience as reflected in customer satisfaction scores, quality and monthly assessment scores
      • Education of new members and re-education of existing members regarding health plan procedures and benefits
    • Logs, tracks and appropriately documents all issues utilizing online systems in accordance with all applicable guidelines, requirements and procedures


    Qualifications

    • Bi-lingual English/Spanish.
    • Six months of call center experience or similar work experience required
    • High school diploma or equivalent
    • Ability to accommodate a flexible schedule as needed throughout the duration of employment
    • Ability to multi-task (i.e., talk & type) in a fast-paced, performance-metric-driven environment. Able to handle multiple call types as the agent is cross trained
    • Written and verbal communication skills
    • Ability to analyze and interpret instructions (verbal and written)
    • Computer skills with the ability to use numerous workstation applications at the same time and navigate various screens while employing customer satisfaction techniques
    • Customer service and organizational skills
    • Typing test required
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