Customer Care Representative I - South Portland, ME & Roanoke, VA

About the role

This role enables associates to work virtually full-time, with the exception of required in-person training sessions, providing maximum flexibility and autonomy. The Customer Care Representative I is responsible for successfully completing the required basic training and performing basic job functions with help from co-workers, specialists, and managers on non-basic issues.

Responsibilities

• Responds to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
• 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.
• Receives and places follow-up telephone calls/e-mails to answer customer questions that are routine in nature.
• Uses computerized systems for tracking, information gathering, and troubleshooting.
• Conducts outbound calls in the ZipDrug business area.
• Handles multiple tasks in a fast-paced, high-pressure environment, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.
• Demonstrates empathy and persistence to resolve caller issues completely.
• Performs other duties as assigned.

Requirements

• Requires a HS diploma or equivalent and previous experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.
• Must pass the appropriate pre-employment test battery.
• Full attendance (100%) is required during the entire 15-week training period.

Skills

• Strong verbal and written communication skills, both with virtual and in-person interactions; attentive to details, critical thinker, and a problem-solver.
• Comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts.
• Computer skills experience preferred.
• Call center experience preferred.

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements).

Pay

The salary range for this specific position is $15.28/hr - $24.12/hr.

Schedule

Start date: 10/5/2026. Hours: 8:30 AM - 5 PM EST during training and 9 AM - 5:30 PM EST after training. Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary.