Customer Care Advisor

About the role

NCD is seeking a Customer Care Advisor to join our remote team. This role involves providing high-level phone service and support to our customers.

Responsibilities

• Handles both inbound and outbound communication with members and/or providers.
• Communicates with clients across multiple channels, including phone, email, and chat.
• Reviews member products and answers questions regarding products, current policies, adds/changes, resolves disputes, and processes transactions.
• Refers new product enrollment or changes to existing enrollment to a licensed agent.
• Adds knowledge of all company products and services.
• Builds trust with members across the healthcare lifecycle and improves member retention.
• Maintains accuracy in CRM software documentation of every client contact.
• Maintains performance goals and established KPIs in call quality, conversation effectiveness, member satisfaction, call volume, and average handle times.
• Attends and participates in team meetings, skill builders, and training exercises.

Qualifications

• 2+ years of customer service or call center experience.
• A college degree preferred, but not required.
• Excellent verbal and written communication skills.
• Proficient computer skills including MS Word, Excel, Outlook, Teams.
• Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously.
• Bilingual (Spanish) is a plus.

Pay

$17.50–$18.50 per hour, based on experience and qualifications.

Schedule

This is a remote position with 2-4 weeks of paid remote training provided. Employees must maintain a workspace for professional conversations free from distractions and/or background noise.

Benefits

• Company-paid health, dental, life, and disability insurance.
• 401(k) with employer match.
• Opportunity for professional development.
• Work from home allowance and support.
• Positive work environment.

Benefits

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