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Service Expert Specialist 2
Job TitleService Expert Specialist 2
The Service Expert Specialist 2 works with customers, subcontractors and LogistiCare staff to ensure quality service. The Service Specialist 2 also establishes positive and effective working relationships with customers, providers and agencies to establish superior customer service and to reduce the number of official complaints.
Records and initiates investigation of complaints, grievances and general issues via phone and all incoming
Initiates corrective actions
Work closely with other work streams to complete investigation
Collects all necessary supporting information to accurately provide a resolution
Monitors the complaint aging report in order to comply with turnaround requirements on resolution
Accurate - Ability to perform work accurately and thoroughly
Communication, Oral - Ability to communicate effectively with others using the spoken word
Communication, Written - Ability to communicate in writing clearly and concisely
Customer Oriented - Ability to take care of the customers' needs while following company procedures
Interpersonal - Ability to get along well with a variety of personalities and individuals
Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous
Reliability - The trait of being dependable and trustworthy
High School Graduate or General Education Degree (GED) required
2+ years customer service experience in a medical environment preferred
Prior front office medical experience, medical case management and/or medical social work experience a plus
SKILLS & ABILITIES
Excellent customer service and proper phone etiquette skills
Strong verbal communications, problem solving, time management and organizational skills
Ability to effectively manage a high volume of work
Ability to quickly learn new technology
Ability to accurately type 35+ corrected words wpm
Read and write English fluently
Proficient in Microsoft Word, Excel and Outlook
Ability to work independently or with a team a must
Bi-lingual a plus
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Able to sit at and work on a computer for periods of time
- Able to use the phone for periods of time
- Able to lift up to 10 pounds and reach/bend to retrieve items in cabinets and shelves
- Required to be at the work location to perform job functions
- Ability to speak, hear and see for the assigned work day
- Repetitive key stroke/data entry for the assigned work day
- Ability to ambulate as needed for the assigned work day
- Ability to meet the requirements of the Customer Service Representative job description
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Entire work time is conducted in an office environment in a controlled atmosphere building.
The noise level in the work environment is usually moderate.
LogistiCare is an Equal Opportunity Employer.