Customer Service Specialist

Job Title : Customer Service Specialist

Location : Temple, TX - 76502

Duration : 03+ months contract (Possible extension )

Shift I : 7 : 00 AM and 7 : 00 PM, Monday-Friday

Shift II : 2 : 00 PM - 10 : 30 PM, Friday - Tuesday (Wed-Thurs Off)

Job Description :

• Under general supervision, communicates to Members policies, procedures, and services to ensure complete knowledge of the Plan.
• Must adhere to call handling goals of 80% of calls answered within 30 seconds.
• Helps and adheres to call abandonment rate of less than five percent (5%) with average hold time not to exceed 2 minutes based on regulatory requirements.
• Within 60 days of employment on the floor, must meet monthly quality goal of ninety-two percent (92%) or greater based on two percent (2%) of calls monitored.