Contact Center Representative

About the role

Contact Center Representatives are responsible for answering inbound calls from multiple toll-free lines for various client companies. You will resolve basic inquiries, such as for Leaves of Absence and Disability, referring more complicated questions to the appropriate area for support. It is also the responsibility of Contact Center Representatives to provide claims-related administrative assistance. All interactions will give you the opportunity to make a difference in the lives of our clients on a daily basis.

Responsibilities

• Drive timely resolution of various call types, creating a positive client experience.
• Document calls in a clear and concise manner.
• Engage other departments, when needed, to address complex service issues.
• Maintain an understanding of the different clients, products, and department functions.

Requirements

• Client focused mindset and an empathetic approach toward others.
• Confidence to handle escalated calls and deliver exceptional service.
• Energy to thrive in a fast-paced environment.
• Ability to multi-task across various technology platforms.
• Desire to work collaboratively with a diverse range of people.
• Prior customer service or contact center experience.

Technical requirements

• Minimum download speed: 30 Mbps or higher
• Minimum upload speed: 15 Mbps or higher
• Latency/Ping: ideally below 50ms

Schedule

11:30 am to 8:00 pm EST, Monday – Friday (no weekends required).

Work model

Hybrid: team members and leaders are expected to be present in the office at least 2 days per week to foster connection and teamwork.

Pay

Salary range: $37,900 to $51,200. Actual base salary determined by unique skills, qualifications, experience, education, and geographic location. This position is eligible for a discretionary annual incentive award based on individual performance and overall business performance.

Benefits

• Generous vacation and sick time
• Market-leading paid family, parental and adoption leave
• Medical coverage
• Company-paid life and AD&D insurance
• Disability programs
• Partially paid sabbatical program
• 401(k) employer match
• Stock purchase options
• Employer-funded retirement account
• Flexible, inclusive and collaborative work environment supporting career growth