Insurance Customer Service Specialist

Insurance, customer service, healthcare, health, eligibility, verification, CSR Job Title: Insurance Analyst, Consumer Support Operations Location: Chicago IL (Hybrid) Duration: 6 months contract to hire Work – Work schedule: Standard Shift Pay Rate: $17-19/hr. Qualifications: 1+ years of experience in customer service, client support or account management. A solid understanding and ability to use word processing, spreadsheet, and software applications such as Salesforce or other CRM experience is a plus. Excellent analytical, troubleshooting and problem-solving skills. They must have good service knowledge and be able to communicate effectively to understand the problem and explain its solution. High school diploma required, associate’s degree preferred. Prior professional work experience required: 2+ years’ experience with demonstrated competencies. Must possess excellent listening and communication skills with the ability to make decisions appropriately and independently. Must be proficient with MS Office Products, especially Microsoft Word and Excel Consistent performance managing Customer concerns and escalated matters that arise Responsibilities Answers and responds to emails or Salesforce tickets received from customers (internal and external). Delivers expedited support to high profile customers providing expedited resolution. Identify and determine the best solution based on the issue and details provided by customers. Ability to make decisions and solve problems or courses of action through policy or consultation with others. Ability to thrive and stay organized in a growing, high-energy, and fast-paced environment. Excellent listening and writing skills and the ability to work between both the customer and all levels across other organizations to maximize cross-department cooperation and efficiency. Strong attention to detail, time management, and organizational skills. Impact You'll Make: Improves the client experience by delivering account support in accordance with service level expectations (SLE’s). Responds quickly and accurately to support requests via email and Salesforce, with focus on individual customer business needs. Interacts with other departments to garner assistance in resolving customer questions and/or challenges. Manages the resolution of all customer issues through the Salesforce.com case tracking system. Documents resolutions to improve repeatability of solutions. Coordinates with internal stakeholders and vendors to identify and resolve operational issues as they impact external customers. Provides operational support for sales, product management, and operations, for requests such as customer inquiries, account maintenance and setup. Maintains a detailed understanding of solutions, services, and potential software issues. Answers basic technical questions and refers non-routine technical or product issues to higher levels. Assists in preparing and maintaining customer reports, project spreadsheets, presentations, and other documentation in a timely and accurate manner. Performs other related duties as assigned. Provides ongoing support for these higher touch accounts and able to support their requests. Delivers expedited support to high profile customers providing expedited resolution. Provides usage and revenue reports (to name a few) to both internal and external customers in a timely and accurate fashion. Works on billing memos for our jobs and provides accurate and timely submissions. Customer test codes are set up in accordance to firm policy and within established SLAs. Completes work in accordance with policy and reviews for accuracy. Works on special projects as assigned. Establishes and maintains positive work relationship with internal team and customers Build sustainable relationship of trust through open and interactive communication Provide accurate, valid and complete information by using the correct processes and manuals Follow communication procedures, guidelines and policies Daily queue management process followed daily to make sure SLA is being met Performs other related duties as required and assigned by the Associate leader or manager Requirements · Time management skills with the ability to prioritize and multitask and work under tight deadlines. · Excellent communication and presentation skills · Problem solver and willingness to take initiative and try innovative approaches and propose new solutions. · Ability to work effectively both independently, unsupervised and as a team. · Helps to keep motivation high by being supportive to colleagues. · Takes full responsibility and the required action for assigned tasks. · Strong customer service skills to maintain relationship between client and customers. · Track record of overachieving metrics. · Demonstrated ability to perform multiple tasks while maintaining production standards, experiencing unexpected volumes and system concerns. · Strong attention to detail Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals. Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more. Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status. Job Type: Contract Pay: $19.00 - $20.00 per hour Expected hours: 40 per week Work Location: In person