Customer Service Representative

About the Role

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need.

Key Responsibilities

• Take chat messages per day from customers who have questions about their health benefits
• Support secure email inquiries
• Use personality and our tools to help customers through the health care benefits available to them
• Communicate online in a conversational manner that promotes dialogue and establishes rapport.
• Avoid poor grammar, misstatements, or lengthy explanations.
• Type at a reasonable pace, 30-35 words a minute (WPM)
• Provide product information, use service engagement skills, and efficiently use service resources
• Maintain a high level of familiarity with the digital property the consumer is using
• Interpret customer inquiries by responding with a clarifying question or statement
• Adapt to continual change as the department fine-tunes the messaging program
• Maintain a healthy brand-to-consumer relationship that benefits the consumer.
• Communicate with consumers primarily through messaging.
• Comply with all applicable Company policies, procedures, and business directives.

Requirements & Tech Stack

• Technology comfort and know-how: Adept at using the Associate Workspace, other technology, and automation tools.
• App, Website, and SMS savvy.
• Solid keyboard skills and experience using helpdesk, ordering or CRM software.
• Proven ability to communicate articulately and credibly.
• Demonstrated ability to achieve service goals.
• Success in highly automated environment.
• Dynamic and engaging written communication style.
• Excellent interpersonal and business communications skills - verbal and written.
• Demonstrated self-motivation.
• Ability to work in night shifts.

Qualifications

• Any graduate except (Btech/ Medical degree)
• 18+ months of experience / Freshers
• 6+ months of international experience
• Chat process

Preferred Qualifications:

• Customer Service experience
• Sales or account management experience
• Knowledge of social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations).
• Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design).

Soft Skills:

• General knowledge of computers and business operations.