Job Summary: 

• Handle Emails, Calls, Live Chat and Returns processing (MV Core Customer Care)
• Handle questions on social media networks, Customer Reviews, Recommend a Friend program and any other Customer related programs
• Be empowered to make the correct decisions for customers to make sure Customers feel special at every opportunity giving a WOW factor on every interaction
• Be accountable for all of your actions and follow up on any promise given to the Customer
• Maintain the brand's reputation for excellent Customer Service
• Act as an ambassador for MV being an expert in collections and products, and follow brands TOV
• Liaise with parcel delivery providers both in the UK and internationally to follow up on any tracking questions or delivery issues
• Work on other delegated tasks when necessary and be prepared to assist anyone else within the company if help is asked for
• Make decisions on releasing orders in line with MV fraud rules
• Proactively feedback on web issues directly to the web department, relating to order issues, payment issues and promotional codes
• Achieve all SLA’s with Voice, Live Chat, Email, Social, Team Administration, Customer Reviews
• Comply with the Data Protection Act and PCI Compliance Regulations at all times

Skills on Resume: 

• Multichannel Customer Support (Hard Skills)
• Social Media Management (Hard Skills)
• Decision Making (Soft Skills)
• Accountability (Soft Skills)
• Customer Service Excellence (Soft Skills)
• Brand Knowledge (Hard Skills)
• Problem Resolution (Soft Skills)
• Compliance Adherence (Hard Skills)

Job Summary: 

• Provides support in an efficient and structured manner and handles specified tasks to enable the function to operate smoothly
• Participates in the completion of specific tasks as part of a team
• Build genuine connections to help create lifelong customers
• Meet personal quality and productivity targets
• Multi-task and navigate through several in-house and off-the-shelf software programs (i.e Slack, G Suite) to support customer inquiries
• Handle customer inquiries professionally from different digital channels, including Email, Web Chat and Letter, etc.
• Maintain good customer relationships and promote the company’s services
• Liaise with internal departments to ensure proper resolution of customer inquiries
• Address customer feedback/ complaints professionally
• Performs general administrative tasks (filing, presentations, etc.)

Skills on Resume: 

• Efficient Task Management (Soft Skills)
• Team Collaboration (Soft Skills)
• Customer Relationship Building (Soft Skills)
• Quality and Productivity Focus (Soft Skills)
• Software Navigation (Hard Skills)
• Multichannel Communication (Hard Skills)
• Cross-Department Liaison (Soft Skills)
• Administrative Support (Hard Skills)

Job Summary: 

• Understanding VICI policies and guidelines and being able to articulate this to customers via phone and email.
• Exemplifying consistency, accuracy, courtesy, and professionalism throughout responses and language.
• Knowing VICI products and being able to give customers extensive sizing and styling guidance.
• Answering an excess of 200+ emails and 50+ phone calls daily.
• Organizing and maintaining customer invoices.
• Clearly articulating timelines of preorders and shipping windows to customers.
• Champion the VICI brand – serving as the first point of contact for customers and maintain brand responses, attitude, and professionalism at all times.
• Timely and efficiently resolving conflict when an order issue arises for a customer.
• Supporting and upholding the mission and goals of the Customer Care Department.
• Providing remarkably better customer experiences via phone calls, emails, and live chats

Skills on Resume: 

• Policy Articulation (Hard Skills)
• Consistency and Professionalism (Soft Skills)
• Product Knowledge (Hard Skills)
• High Volume Communication (Hard Skills)
• Invoice Management (Hard Skills)
• Timeline Communication (Hard Skills)
• Brand Advocacy (Soft Skills)
• Conflict Resolution (Soft Skills)

Job Summary: 

• Maintain a customer satisfaction score of 97% or higher per quarter.
• Establish an appropriate human connection with people by meeting customers on their terms and in their style as observed by the supervisor.
• Regularly exceed the expectations of customers and coworkers by going one step beyond addressing their immediate needs. 
• Document more than one example of this behavior weekly.
• Use all resources to provide answers and resolutions as quickly as possible. 
• Help keep time to first reply during business hours under 35 minutes.
• Pull the weight by fielding plus or minus 10% of the average number of phone calls and tickets handled per associate per quarter.
• Help with trend analysis by correctly categorizing all inquiries as verified by audits conducted by the supervisor.
• Appropriately identify and escalate all urgent customer matters as observed by the supervisor.
• Appropriately utilize the customer success escalation process to communicate all problems customers are encountering as observed by the supervisor.

Skills on Resume: 

• Customer Satisfaction Maintenance (Soft Skills)
• Human Connection (Soft Skills)
• Exceeding Expectations (Soft Skills)
• Efficient Resource Utilization (Hard Skills)
• Prompt Response Time (Hard Skills)
• Workload Management (Hard Skills)
• Trend Analysis (Hard Skills)
• Escalation Process (Hard Skills)

Job Summary: 

• Every week, report to the supervisor the top three feature requests customers are making.
• Make it easy for customers to get the help they need.
• Offer customers products that will enhance their workflow within BombBomb staying within plus or minus 10% of other associates.
• Log in to all customer communication support channels during BombBomb business hours excluding team meetings, approved breaks, and project work.
• Learn, innovate, and grow.
• Establish and achieve “SMART” goals every quarter with the supervisor that yield quantifiable results around sustaining, building, and improving the business. 
• Respond to customer inquiries via email and phone in a professional and timely fashion.
• Process customer refunds or credits and withhold seller payments.
• Ensure that outstanding orders are filled in a timely fashion.
• Identify operational areas of improvement and provide feedback on solutions.

Skills on Resume: 

• Feature Request Reporting (Hard Skills)
• Customer Assistance (Soft Skills)
• Product Recommendation (Soft Skills)
• Multichannel Support (Hard Skills)
• Continuous Learning (Soft Skills)
• SMART Goal Achievement (Hard Skills)
• Professional Communication (Soft Skills)
• Order Fulfillment (Hard Skills)

Job Summary: 

• Handles incoming calls from plan members and healthcare providers for the assigned health plans. 
• Provides information for questions related to medical, dental, vision, and prescription drug claims based on the benefit descriptions and plan provisions of a variety of group plans. 
• Take responsibility for documenting all calls.
• Receives referrals and pre-certification requests from providers as applicable. 
• Review referral/pre-certifications for proper benefits and eligibility. 
• Enters referrals and pre-certification data into the computer system. 
• Review referrals and medical record information as applicable to facilitate the claims department with claims adjudication. 
• Researches and documents rejected or erroneous claims and forwards them for correction
• Assists efforts to continuously improve by assuming responsibility for identifying and bringing to the attention of responsible entities' production problems and/or inefficiencies.
• Assists in the mentoring and training of new staff.
• Assumes full responsibility for self-development and career progression

Skills on Resume: 

• Call Handling (Hard Skills)
• Benefit Information (Hard Skills)
• Call Documentation (Hard Skills)
• Referral Management (Hard Skills)
• Data Entry (Hard Skills)
• Claims Research (Hard Skills)
• Process Improvement (Soft Skills)
• Mentoring and Training (Soft Skills)

Job Summary: 

• Actively listens and probes callers in a professional and timely manner to determine the purpose of the calls.
• Researches and articulately communicates information regarding member eligibility, benefits, EAP services, claim status, and authorization inquiries to callers while maintaining confidentiality.
• Resolves customer Clientinistrative concerns as the first line of contact - this may include claim resolutions and other expressions of dissatisfaction.
• Proactively seeks and participates in ongoing training sessions (formal and informal).
• Comprehensively assembles and enters patient information into the appropriate delivery system to initiate the EAP, Care and Utilization management programs.
• Demonstrates flexibility in areas such as job duties and schedule to aid in better serving members and help Clients achieve its business and productional goals.
• Educates providers on how to submit claims and when/where to submit a treatment plan. 
• Identifies and responds to Crisis calls and continues assistance with the Clinician until the call has been resolved.
• Inform providers and members of the Client's appeal process. 
• Leads or participates in activities that help improve Care Center performance, excellence and culture. 
• Links or makes routine referrals and triage decisions not requiring clinical judgment.
• Performs necessary follow-up tasks to ensure member or provider needs are completely met.
• Provides information regarding Client's in-network and out-of-network reimbursement rates and states multiple networks to providers.
• Refers to callers requesting provider information to Provider Services regarding the Client's professional provider selection criteria and application process.
• Refers patients/EAP clients to the Client's Care Management team for a provider, EAP affiliate, or Facility.

Skills on Resume: 

• Active Listening (Soft Skills)
• Confidential Information Communication (Hard Skills)
• Issue Resolution (Soft Skills)
• Ongoing Training Participation (Soft Skills)
• Patient Information Entry (Hard Skills)
• Schedule Flexibility (Soft Skills)
• Provider Education (Hard Skills)
• Crisis Response (Soft Skills)