Job Description

POSITION OVERVIEW:

The Service Experience Representative serves as the first point of contact for Members and Providers seeking support across a range of topics including billing, Membership, Sharing Eligibility and general inquires. This role is responsible for delivering compassionate, accurate, and timely support throughout multiple channels, and plays a key role in advancing our mission to provide excellent service experiences.

DUTIES AND RESPONSIBILITIES:

Uphold and Integrate Solidarity's Catholic and Christian identity and foster the teachings of the Church in all aspects of your job responsibilities. Comply with company guidelines particularly those related to quality of service. Communicate effectively with Members and Providers via multiple channels in a professional manner ensuring they feel heard, supported, and respected. Resolve standard issues related to Medical Needs, Membership and Account Updates. Ability to understand Solidarity's mission and vision. Ability to provide product and service information to existing members as it pertains to our sharing guidelines. Maintain an accurate Member account by documenting interactions with detail of inquiry, concern, and resolution in internal systems. Participate in training and contributes to a unified team environment. Identifies opportunities to update or improve Service Experience policy/procedure and make recommendations to the appropriate staff. Performs other related duties as assigned.

REQUIRED QUALIFICATIONS & SKILLS:

Excellent verbal and written communication skills. Excellent active listening skills. Knowledge of customer service principles. Organized with attention to detail. Ability to resolve Member complaints and concerns while maintaining a professional and calm demeanor. Must be able to provide proof of eligibility to legally work in the United States. Proficient in managing multiple systems and prioritize effectively.

EDUCATION AND EXPERIENCE:

High school diploma or equivalent. At least one year of customer service experience required.

PHYSICAL REQUIREMENTS:

Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 20 pounds at times.

WORKING ENVIRONMENT:

Professional office setting

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.