[Nfbk] FW: Job Opportunity Louisville Call Center Beneficiary Service Representative

[George Stokes]

From: Wright, Jennifer (OFB-FK) [mailto:JenniferN.Wright at ky.gov] 
Sent: Thursday, July 28, 2011 2:34 PM
To: WFD DFB Users; Smith, Chris H (OFB-FK); Jessee, Allison F (OFB-FK);
Smits, Ann (CHFS DMS); Ann Smits; Becky Cabe; Bess Douthitt; Monterosso,
Bill (OETCO-FK); Hunt, Chad (OFB-BG); McNabb, Cora L (OFB-FK); George
Stokes; Gordon-Brown, Gerry (CAP-FK); Gerry Rader Slusher; Jim Shaw; Joey
Couch; Kay Mathis; Kenny Jones; Kim Zeigler; Michael Freeholm; Dahmke,
Mitch; Shirley, Patrick B (Education Cabinet); Paul Wiese; Paula Wiese;
Nesbitt, Richard (OFB-FK); Roger Schaf; Sharon Fields; Sharon Fields (work);
Matthews, Soraya - Division of Learning Services; Deeley, Stephen P
(OFB-LV); Hammons, Twyla S (OFB-SS)
Subject: FW: Job Opportunity Louisville Call Center Beneficiary Service
Representative

 

Job position available for a blind or visually impaired individual.  Details
below.  Please feel free to forward to anyone you know, who might be
interested.

 

From: Insight email [mailto:lpaulwiese at insightbb.com] 
Sent: Thursday, July 28, 2011 1:57 PM
To: Wright, Jennifer (OFB-FK)
Subject: Fw: Job Opportunity Louisville Call Center Beneficiary Service
Representative

 

Jennifer, would you pass this along to the counselors.  I didn't want to
wait until the SRC meeting to pass is information along.  I was asked to
pass this information to the blind and vision impaired contacts.

 

Paul Wiese

 

 

----- Original Message ----- 

From: Jywanza Maye <mailto:jywanzam at Bosma.org>  

To: lpaulwiese at insightbb.com 

Sent: Wednesday, July 27, 2011 11:24 AM

Subject: Job Opportunity Louisville Call Center Beneficiary Service
Representative

 

Hello Paul, 

 

It was great speaking with you yesterday. Below is the job description we
spoke about yesterday. You can forward it to any list you feel is relevant.
Thank you very much for your help!! 

 

Jywanza 

 

 

BOSMA ENTERPRISES

 


JOB DESCRIPTION


 


 

Position Title:                       Louisville Call Center Beneficiary
Service Representative 

 

Status:                                   Non-exempt

 

Reports to:                            Contact Center Manager

 

Overall Responsibility: 

 

Effectively answer inbound calls utilizing available resources.  Resolve
customer service issues in a professional and courteous manner.  Effectively
communicate information with internal and external customers.  Prioritize
workload to continuously answer incoming calls and maintain established
schedules and deadlines.  Utilize information systems for maintenance and
reporting issues.

 

Education and Experience:

 

.       High school diploma or GED required.  Four year college degree
preferred.  (May substitute equivalent education and/or experience for
degree).  

.       Two years experience in Customer Service and/or Call Center industry
required.  

.       Proficiency with Assistive Technology required.  

.       Two years technical experience in a managed care environment
desired.  

.       1 - 3 years of military, healthcare, or managed care or related
experience desired.  

.       U.S. Citizenship required

 

Required Skills and Abilities:  

 

.       Excellent interpersonal skills to include active listening and the
ability to promptly respond to customers' needs.

.       Ability to communicate effectively and professionally, both orally
and in writing, to meet the needs of the organization and its customers

.       Ability to be proficient in Microsoft applications with speed and
accuracy.

.       Ability to type a minimum of 35 WPM.

.       Ability to define problems, establish facts and draw valid
conclusions. 

.       Ability to input customer data into prescribed computer software
concisely, accurately and in a timely manner.

.       Ability to use an internet interface to input data.

.       Ability to spend extended periods of time seated at a computer work
station while using a headset, telephone and computer.

.       Ability to interact well in a team environment

.       Ability to proactively problem solve. 

.       Ability to handle confidential files and data with discretion.

.       Ability to be a self-starter capable of being organized and
multi-tasking with little or no supervision.

.       Ability to be dependable both in attendance and job performance.

.       Ability to work varied hours and rotating shifts as business needs
dictate.

 

Job Duties and Responsibilities:

 

The essential functions of the Call Center Beneficiary Service
Representative position consist primarily of, but are not limited to, the
following:

 

.       Greet callers, establish rapport and project professional tone
within established service standards.

.       Utilize prescribed software to document customer data and follow-up
with little or no supervision

.       Provide prompt follow-up, both internally and externally, on
customer requests.

.       Address customer issues, assuring that contract service levels and
objectives are met. 

.       Respond to and manage all contract calls using customer-oriented
etiquette.

.       Maintain proficiency with technology used in the day-to-day
operation of the Call Center. 

.       Maintain strict confidentiality of sensitive customer and company
information.

.       Effectively manage and adapt to change within the organization with
a positive attitude.

.       Follow all Bosma policies, process, and procedures.

*	Contribute to the overall efficiency and effectiveness of the call
center by performing other duties as assigned. 

 

If you are interested, please forward your resume to jywanzam at bosma.org. If
you have any questions, I can be reached at either jywanzam at bosma.org or at
(317) 514 2420 

 

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