Contact Center Representative I

About the role

Join our team to provide exceptional customer service by responding to inquiries, resolving issues, and ensuring members have a positive experience with our products and services. You’ll be responsible for answering product-related questions, conducting research, and guiding members through procedures. Additionally, you will help resolve issues, escalate when necessary, and follow up with clients as needed to ensure satisfaction. Utilizing various tools and systems, you'll contribute to maintaining high standards in service quality and customer satisfaction.

Responsibilities

• Respond to customer inquiries, providing clear and accurate information about products and services.
• Research and resolve member issues, escalating when needed to meet service timelines.
• Ensure customer satisfaction through effective communication, de-escalation, and follow-up.
• Collect and analyze customer feedback for process improvement.
• Support division projects related to customer service activities and administrative functions.

Requirements

• High school diploma or equivalent; Associate degree preferred.
• 2+ years of customer service or telephonic experience.
• Familiarity with company policies and service procedures.
• Experience in a contact center environment.
• Proficiency with customer service technologies and systems.
• Ability to work in a fast-paced environment and manage multiple tasks.

Skills

• Adaptability: Able to adjust to new processes, systems, and feedback.
• Problem-solving: Identifies issues, investigates solutions, and resolves concerns effectively.
• Customer-centric: Focused on delivering an excellent experience for members.
• Strong communication and problem-solving skills.

Benefits

• A rich benefits package including medical, dental, vision, and a 401(k) plan with matching company contributions.
• An annual incentive bonus plan.
• Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually — PTO increases with tenure.
• Paid parental leave and adoption/surrogacy assistance.
• An employee giving program that double matches your donations to eligible nonprofits and schools.
• A supportive, responsive management approach and opportunities for career growth and advancement.

Pay

The actual compensation for this role will be based on a combination of education and experience, knowledge and skills, position budget, internal equity, and market data.