Associate Customer Service Representative

About the role

This Associate Customer Service Representative handles customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and brokers in a customer service center. This position troubleshoots and resolves customer complaints. Also will be responsible for ensuring that responses to inquiries are completed timely and according to established service and quality standards. This position has a Work Schedule 1130 AM - 800 PM EST. Travel requirement: 0% - 25%. Position type: Remote Office-based.

Responsibilities

• Resolve customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner.
• Prepare adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution.
• Meet all production, quality, and adherence standards.
• Attends all required training classes.
• Elevate issues to next level of supervision, as appropriate.
• Maintain accurate records, including timekeeping records.
• Other duties as assigned or requested.

Qualifications

• Education: High School Diploma or GED (required)
• Experience: 6 months of customer service in a customer‑facing role (required); call‑center experience preferred; healthcare‑related call‑center experience strongly preferred.

Skills

• Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards.
• Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally.
• Ability to take direction and to navigate through multiple systems simultaneously.
• Ability to maintain composure under stressful and fast‑paced conditions.
• Strong written and verbal communication skills.
• Ability to communicate complex information in a simple, customer‑facing way.

Pay

Pay range: minimum $19.39 – maximum $24.19 per hour. Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.

Schedule

Work schedule: 11:30 AM – 8:00 PM EST.