Morgan White Group · 3 months ago
Customer Service Specialist (Bilingual)
Coral Gables, FL
Full-time
Onsite
New Grad, Entry LevelMorgan White Group is seeking a Customer Service Specialist who will be the first point of contact for customers by answering incoming calls. The role involves supporting company operations, maintaining customer relationships, and providing exceptional service while meeting performance metrics.
Financial ServicesHealth CareInsurance
Responsibilities
Answer incoming calls
Identify and document the needs of the customer utilizing all tools available
Always demonstrate excellent phone etiquette and use written skills to obtain clear and concise documentation of the customer's inquiry
Meet or exceed all performance metrics
Be knowledgeable and have a clear understanding of the business processes within MWG including departments, insurance carriers, brokers/agents, and group contacts
Route calls to appropriate resources
Utilize MWG Administrators Policy Administration Systems to verify eligibility and review members accounts based on the policy assigned
Recognize and resolved customer issues by following standard operating procedures and explaining the process to the customer
Identify and escalate issues to supervisors
Follow up customer calls where necessary and complete the daily assigned voicemails
Perform other duties as assigned by the Department Manager
Qualification
Required
High School Diploma
Must have previous customer service experience
Must have excellent computer skills with experience in Microsoft Tools
Must be able to read, write, and speak English and Spanish
Must be able to perform in a very high paced environment and be flexible to multi-task or handle
Ability to work independently with excellent time management
Strong written and verbal communication, interpersonal, and relationship building
Ability to handle stressful situations
Ability to maintain confidentiality and privacy in every aspect of the job
Knowledge of customer service practices and principles
Excellent problem-solving skills along with keen attention to details
Strong written/verbal communication, interpersonal and relationship building skills
Excellent data entry and typing skills
Always exhibit excellent phone etiquette and professionalism
Knowledge of all products and services
Understand and adhere to each department's policies and procedures within the TPA
Must be able to work well under pressure with multiple priorities and meet deadlines while maintaining a strong attention to detail
Must be able to work as scheduled
Must possess sight and hearing senses or use prosthetics that will enable these senses to function adequately so that the requirements of the position as stated above can be fully met
Must be able to bend, stretch, reach, and sit or stand at a desk during 85 % of the working day
Must be able to remain stationary at workstation for extended times and/or walk throughout the area
Will require significant viewing and usage of computers and computer screens
Preferred
Associates or bachelor's degree
Previous Call Center experience
Company
Morgan White Group
Morgan White Group is an insurance company offering brokerage services, dental, and vision insurance products.
Founded in 1987
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
David R. White, RHU
Chief Executive Officer
Ryan Eaton
Executive Vice President, Chief Marketing Officer
Company data provided by crunchbase