Customer Service Representative

PREFERRED QUALIFICATIONS - At least one-year customer service experience preferred. - Call Center experience preferred. - Advanced Typing/keyboarding skills preferred. SPECIAL JOB REQUIREMENTS: - Specific job assignments may require day, evening, weekend or holiday hours. - Be available, accessible, and accountable to receive notifications related to unique scheduling needs (e.gred. - Ensure work area is maintained in a clean and professional environment; i.e. brochure stocks, promotions display and workstation. - Handles executive escalations to the office of the president as well as any other escalation as directed by management. - Handles regulatory escalations. - Demonstrates proficiency in all billing and technical matters to efficiently assist customers & resolve the escalation. - Coordinates effectively with other departments as needed to resolve customer issue. - Communicates effectively and timely to regulatory agencies as required per service level agreements. PREFERRED QUALIFICATIONS - At least one-year customer service experience preferred. - Call Center experience preferred. - Advanced Typing/keyboarding skills preferred. SPECIAL JOB REQUIREMENTS: - Specific job assignments may require day, evening, weekend or holiday hours. - Be available, accessible, and accountable to receive notifications related to unique scheduling needs (e.g., split shifts, unexpected volume spikes, disaster recovery, etc.) as determined by the Company. - Be available, accessible and ready to work during established work schedules and shifts, e.g. on phone/available status in accordance with adherence measures as determined by the Company. - Occasional overtime may be required. - Ability to complete all required training in a virtual environment inclusive of required knowledge checks as determined by the Company. - Be available, accessible, and accountable to participate in required security awareness training and testing (e.g., able to understand and validate knowledge of company requirements, compliance, and policies) as determined by the Company. - Be available, accessible, and accountable to comply with organizational security and compliance standards and participate in required security monitoring and audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, home inspection of workspace, etc.)as determined by the Company. - Be accountable to protect workstation configuration and prevent configuration changes or personalization while using all technology tools as determined by the Company. - Follow WFH logistics guidelines (e.g., equipment receipt, equipment setup, travel considerations, workstation security processes, equipment return policies and processes, etc.) as determined by the Company. - Be available, accessible, and accountable to follow technical support processes (e.g., setup, troubleshooting, escalations, communications, etc.) as determined by the Company. - Be available, accessible, and accountable to participate in recurring management routines as determined by the Company. These virtual meetings and routines may include, but are not limited to, attendance and participation at all required and ad hoc meetings (e.g., team huddles, coaching, disciplinary actions, training, investigatory meetings, grievances, etc.). These virtual actions will take place viaa variety of methods as technology allows and is developed, and may include telephone, teleconference software, video conference, messaging software, etc. as determined by the Company. - Maintain a workspace in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy etc.) and participate in workspace audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.) as determined by the Company. - Be available and accountable to regularly (e.g., daily, weekly, etc.) access performance management tools and review individua