Customer Care Representative I, II

Location: This role requires associates to work from the Mason, Ohio location full-time, enabling consistent face-to-face collaboration, teamwork, and direct engagement. Candidates must be within a reasonable commuting distance from the posting location(s) unless accommodation is granted as required by law.

This position includes on-site training Monday-Friday for the first 8 weeks, followed by an additional 6 weeks of onsite post-training (Nesting). 100% attendance is required during the full duration of training.

Start date: 8/31/2026
Training hours: 8am - 5 pm EST
Post-training: Ability to work any 8-hour shift M-F between 8 am and 11 pm EST, with possible weekend overtime as needed.

Responsibilities

• Analyzes problems and provides information/solutions.
• Operates a PC/image station to obtain and extract information; documents information, activities, and changes in the database.
• Thoroughly documents inquiry outcomes for accurate tracking and analysis.
• Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
• Researches and analyzes data to address operational challenges and customer service issues.
• Provides external and internal customers with requested information.
• Proficient in all basic customer service functions.
• Receives and places follow-up telephone calls/emails to answer customer questions.
• Conducts outbound calls in the ZipDrug business area; inquiries may also be on a walk-in basis.
• May require deviation from standard practices and procedures with the assistance of a computerized system.
• Seeks, understands, and responds to the needs and expectations of internal and external customers.

Requirements

• CCR I: Requires a high school diploma or equivalent and a minimum of 1 year of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.
• CCR II: Requires a high school diploma or equivalent and a minimum of 1 year of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.

Skills

• Strong oral, written, and interpersonal communication skills (required for URAC accredited areas).
• Problem-solving, facilitation, and analytical skills (required for URAC accredited areas).
• Ability to work primarily on the phone.
• Ability to work from home with hard-wired internet access and a quiet, private workspace (strongly preferred).
• Passion for serving others with empathy and a desire to resolve member questions at the first point of contact.
• Customer advocacy with a willingness to listen and find creative solutions.
• Ability to multitask, navigate multiple computer applications, and work efficiently while communicating with customers.
• Strong work ethic, sense of responsibility, punctuality, and accountability for commitments.
• Flexibility and adaptability to changing customer and business needs.
• Quick learner with a willingness to adapt.

Benefits

• Career path with opportunity for growth.
• Tuition reimbursement for obtaining an Associate's or Bachelor's degree or furthering education.
• Affordable health insurance, dental, vision, and basic life coverage.
• 401K match.
• Paid time off and holiday pay.
• Annual incentive bonus and performance-based annual increases.
• Stock purchase plan.
• Short- and long-term disability benefits.
• Life insurance.
• Wellness programs and financial education resources.

Elevance Health operates in a Hybrid Workforce Strategy. Associates are required to work at an Elevance Health location at least once per week, with specific requirements discussed during the hiring process.

For certain patient/member-facing roles, vaccination against COVID-19 and Influenza is required unless an acceptable explanation is provided.