Customer Service Representative

Kelly Services is looking to hire several Site Logistics Operators/Material Handlers in Knoxville, TN for an industry leading chemical company. For this opportunity, you could be placed as a Chemical Finished Product Operator or a Polymers Packaging/Warehousing/Shipping Operator on a long-term, indefinite assignment. You will be working with chemicals and should be comfortable doing such - either with previous experience or the willingness to learn. Position Summary: - Respond to and resolve various customer inquiries via telephone and correspondence, and resolve claims problems within established production and quality standards. - Answer incoming calls and written requests for information from members or providers promptly and accurately. - Compose routine and non-routine correspondence to answer member inquiries that require a written response. - Coordinate with other departments to ensure timely and appropriate responses. - Expedite and resolve complex issues and make claim adjustments. - Educate others on the client product, providing accurate information and updates to policies and procedures, improving overall customer satisfaction in the process. - In the Lead role, you will deal with the most complex cases and issues as an individual contributor or may focus on mentoring and acting as a backup for supervisory responsibilities. - May assist in scheduling and coordinating team activities. - Typically provide input in hiring decisions and performance appraisals. - Handle the highest level of escalated and unresolved calls. Your responsibilities will include but are not limited to: - Successfully complete tier 2 training which covers some of the following: - Handles escalated calls; may de-escalate calls - Responds to member benefits in writing - Peer to peer coaching /training - Perform inventory reduction, routine to mid-level, (i.e. member inquiries, may adjust claims, responds to emails, etc.). - May expedite, research, and resolve complex issues. - Consistently perform established performance metrics, such as quality, production; average handling time (AHT) and calls per hour (CPH). - Work with minimal supervision. Requirements: - Successfully meets requirements of nesting audit. - Have strong customer service experience (especially phones) and a proven ability to meet performance standards. - Strong organizational skills. - Ability to work independently and to mentor others - Ability to interpret the various health plans and any documentation associated with them. $15.50/Hr