Customer Service Representative

Employment type: Full-time

Work model: Remote

Customer support focus

You’ll handle inbound calls and emails from members and providers, answer questions, resolve service issues, document interactions accurately, and provide professional support throughout each contact.

What you’ll do

• Answer inbound customer service calls and emails.
• Identify, evaluate, and prioritize caller needs, questions, and concerns.
• Develop appropriate resolutions and respond efficiently.
• Help restore customer satisfaction and coordinate with other teams when needed.
• Analyze problems and recommend solutions using established procedures.
• Educate callers about available programs and services.
• Meet established call center metrics, attendance standards, and quality expectations.
• Use computer systems to process and document customer information accurately.
• Build rapport with callers and adjust communication style based on the situation.
• Escalate issues internally and follow up on escalated cases.

Qualifications

• High school diploma required.
• Previous customer service experience preferred.
• Strong verbal communication skills.
• Ability to multitask effectively.
• General working knowledge of Microsoft Word and Outlook.
• Computer keyboard proficiency.
• Internet navigation skills.
• Ability to work effectively as part of a team.
• Ability to adapt to a fast-growing and frequently changing work environment.