About the Organization:
Reed Group is a dynamic, fast growing organization that works in a niche industry most commonly known as Third Party Administration. We are known for being a leader in managing absences for major companies including Fortune 100 companies. More specifically, instead of employers managing the process when an employee needs to go out on leave for FMLA (the family medical leave act) or for Short Term or Long Term Disability, we handle it for them. As a result we have a large customer operations team of talented individuals who manage our client's employee cases.
We build the software (we have a large group of developers) to manage the entire work flow which is why you could easily think of us as a technology company. We also have a content business called MDGuidelines that contains treatment recommendations for best managing an employee back to work. Right now we are over 1,900 employees (and growing daily).
Reed Group maintains a drug-free workplace.
The Customer Service Specialist spends 90% of their time handling incoming and follow up calls. On each call, he/she works to develop an in-depth understanding of the customer's spoken and unspoken needs, identifies and resolves the customer's issue, and anticipates future needs by explaining/suggesting/providing additional information that the customer needs to know. Using technology (e.g., PeopleSoft, Siebel, etc.), the Customer Service Specialist navigates in a Windows-based system through a series of databases in order to access the appropriate information to service the customer.
Between the incoming calls, the Customer Service Specialist's time is spent making any required customer follow-up calls and conducting any additional research.
For lengthy or complex questions, the Customer Service Specialist researches the information and calls the customer back as required. Research can involve a number of resources, such as asking other Customer Service Specialist, using online databases, reviewing documentation or asking other knowledge experts.
The Customer Service Specialist must be comfortable in a fast-paced learning environment. Prior to taking clients' employees calls, he/she successfully completes several weeks of a company-paid training program. The Customer Service Specialist is regularly assessed on objective performance measures and receives coaching on ways to continue to develop his/her skills. Opportunities for advancement are available after being in the role for a period of 12 months.
Bachelor or Associates degree in addition to one year of customer service related experience or high school diploma or equivalent and two years’ customer service related experience.