Customer Care Representative II

Location: This role requires associates to work from the posted location full-time, enabling consistent face-to-face collaboration, teamwork, and direct engagement. Candidates must be within a reasonable commuting distance from Las Vegas, NV (89169). On-site training is required Monday–Friday for the first 8 weeks (8:00 AM–5:00 PM PST), followed by 6 weeks of on-site nesting and 60 days post-nesting. 100% attendance is mandatory during the 8-week training period. After training, ability to work any 8-hour shift Monday–Friday between 5:00 AM and 8:00 PM PST, with possible weekend overtime as needed. Start date: September 28, 2026.

About the role

The Customer Care Representative II responds to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims. This role performs moderately complex functions while maintaining proficiency in all basic customer service areas.

Responsibilities

• Analyzes problems and provides information or 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; coordinates with various company functions to ensure timely handling of customer requests and questions.
• 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 or emails to answer customer questions.
• Conducts outbound calls in the ZipDrug business area; handles walk-in inquiries.
• 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.
• Multi-tasks, including handling calls, texts, faxes, and electronic queues while simultaneously taking notes and speaking to customers.
• Maintains focus during extended periods of sitting and handles multiple tasks in a fast-paced, high-pressure environment.
• Performs other duties as assigned.

Requirements

• High school diploma or equivalent.
• Minimum of 1 year of experience in an automated customer service environment at this company, or any combination of education and experience providing an equivalent background.

Skills

• Strong verbal and written communication skills for both virtual and in-person interactions.
• Attentive to details, critical thinker, and problem-solver; demonstrates empathy and persistence to resolve caller issues completely.
• Comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts.
• Ability to multi-task efficiently in a structured work environment with occasional overtime or schedule flexibility based on business needs.
• For URAC-accredited areas: strong oral, written, and interpersonal communication skills; problem-solving, facilitation, and analytical skills.

Preferred Qualifications

• Majority of each day spent 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 to address customer concerns.
• Composure while multi-tasking, navigating multiple computer applications, and working efficiently while communicating with customers.
• Strong work ethic and sense of responsibility to teammates and members, demonstrated by punctuality, accountability, and follow-through on commitments.
• Flexibility and quick learning to adapt to changing customer and business needs.

Pay

For candidates working in Nevada, the salary range for this position is $18.66 to $27.98 per hour. The salary offered is based on legitimate, non-discriminatory factors such as geographic location, work experience, education, and skill level.

Benefits

• Comprehensive benefits package (medical, dental, vision, short- and long-term disability).
• 401(k) with company match and stock purchase plan.
• Paid holidays, Paid Time Off (PTO), and incentive bonus programs (unless covered by a collective bargaining agreement).
• Life insurance, wellness programs, and financial education resources.