Customer Service Rep III

Job Knowledge, Metrics and Business Results: 
 Understands the job requirements and customer’s needs. Demonstrates knowledge and skill by successfully completing 
 assignments in a timely manner. Able to diagnose problems, apply effective solutions and determine follow up actions 
 with minimum direction. 
 
 • SLA’s 
 • Team and individual resolution rates 
 • Adherence to work schedule 
 • Utilization of tools 
 • Scorecard Results 
 • Team Customer Satisfaction 
 • Individual Quality Monitoring 
 • Team SLA (internal and external) 
 • TMS Compliance 
 • Proficiency Measurement 
 • Teamwork: 
 • Functions as an active member of the team and shares knowledge and experience to resolve customer issues. 
 • Active participation as a team member 
 • Communicates with and helps others resolve issues 
 • Shares knowledge/expertise with the team 
 • Assumes additional responsibilities to help the overall success of the team 
 • Viewed by co-workers as an accessible and dependable resource 
 • Ideas and actions of the individual raise group performance and /or capability 
 • Takes ownership and displays a positive attitude 
 • Takes direction and completes assignments 
 
 Job Performance: 
 Handles all calls in a timely manner. Solves customer problems and assists others as required. Successfully completes 
 required training and demonstrates an understanding of that training. 
 
 • Problem solving skills and resourcefulness 
 • Professional development (including quarterlies, self-evaluation, development plans, etc) 
 • Timely and successful completion of assigned projects 
 • Participates in cross functional activity (as needed) 
 • Fulfills all designated training requirements 
 • Monthly training compliance 
 
 Successful candidates will have: 
 
 • Associates degree preferred 
 • 3 years customer service experience in a call center environment 
 • Healthcare industry experience and/or medical terminology a plus 
 • Ability to Multitask 
 • PC skills 
 • SAP experience preferred 

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