Job Description

Job Summary

The Eligibility Screening Services Representative is the primary point of contact for customers, handling inquiries, providing information, resolving issues, and ensuring a positive customer experience. This role requires strong communication skills, attention to detail, and the ability to handle a variety of customer requests in a professional and efficient manner. The Eligibility Screening Services Representative will work closely with other team members and departments to address customer needs and ensure satisfaction.

Essential Functions

Handles customer interactions through multiple communication channels, proficiency in written and verbal communication is crucial for this role. Serves customers by clarifying customer inquiries, determine the cause of the customer inquiry, provide best solution to resolve the customers inquiry. Provides triage support services to perform resolution on common issues related to platforms, user apps and back-office processes. Resolves, expedites corrective action or escalates customer inquiry to next level for resolution. Adheres to quality measures and standards captured through quality monitoring and evaluations. Documents timely, complete and accurate actions, including issue and resolution in systems. Customer Service representatives work in a performance driven environment guidd by specific metrics and standards used to measure productivity and quality of service Performs other duties as assigned. Complies with all policies and standards.

Qualifications

H.S. Diploma or GED required Associate Degree in customer service, business, or a related field preferred 1-2 years of experience in customer service, retail, or a related field required

Knowledge, Skills and Abilities

Strong verbal and written communication skills with the ability to interact professionally with customers. Experience using customer service software, call management systems, enterprise (ERP) wide platforms, or CRM tools is a plus. Proficient in Microsoft Office Suite (Word, Excel, Outlook), Google Suite, and customer management systems. Ability to remain calm and professional under pressure in a fast-paced environment. Excellent problem-solving skills and the ability to handle difficult or challenging situations. Detail-oriented with strong organizational and multitasking abilities.