Responsibilities
Receives and responds to telephone calls from members, fitness clubs and health plans.
Demonstrates knowledge and understanding of all ASH Fitness products and programs.
Answers incoming calls on the ASH telephone system in a professional, accurate, timely, and courteous manner.
Ascertains the nature of the call and records information in the appropriate system.
Provides answers to member questions by following standard policies and procedures.
Coordinates collection of necessary information, including member co-pays or payments when necessary.
Forwards documentation to Research Team for follow up if issue requires additional action.
Researches unique questions using all available resources. Refers difficult issues to Supervisor for appropriate answers.
Handles all issues requiring additional action within the necessary timeframes.
Manages time to ensure calls are answered within required timeframes and appropriate follow up is conducted in a timely manner.
Attends and participates in meetings to discuss issues and foster teamwork among department personnel.
Responds to requests from other ASH department personnel, contacting clubs and members as required.
Performs other duties as assigned.
Complies with all policies and standards.
Qualifications
High School Diploma or GED certificate required.
1 year experience performing customer service duties required.
Inbound call center experience preferred.
Experience in healthcare preferred.
Basic experience using Microsoft Office required.
Core Competencies
Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
Ability to effectively organize, prioritize, multi-task and manage time.
Demonstrated accuracy and productivity in a changing environment with constant interruptions.
Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions.
Ability to exercise strict confidentiality in all matters.
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