Customer Service Represenative

About the Role

We are seeking dedicated and customer-focused professionals to join a high-volume healthcare call center team. This role is responsible for assisting members, beneficiaries, and customers with inquiries related to healthcare benefits, pension plans, disability programs, and other financial-related services. This is an excellent opportunity to join an organization known for its employee retention, supportive culture, and strong commitment to employee engagement.

Responsibilities

• Handle a high volume of inbound customer service calls, averaging 100-150 calls per day.
• Provide accurate information regarding healthcare plans, pension plans, disability benefits, and related services.
• Answer and direct incoming calls in a high-volume call center environment.
• Deliver exceptional customer service while following established scripts and procedures.
• Accurately document customer interactions and update records in internal databases while on calls.
• Research customer inquiries and provide timely, professional resolutions.
• Maintain confidentiality and compliance when handling sensitive customer information.
• Perform data entry and clerical support tasks as assigned.
• Demonstrate professionalism, empathy, and strong communication skills in every interaction.

Requirements

• 1-3 years of healthcare call center experience.
• Experience working in a high-volume call center environment.
• Ability to handle large call volumes while maintaining quality and productivity standards.
• Strong data entry and multitasking skills.
• High School Diploma or GED.
• Excellent verbal communication and customer service skills.
• Flexibility to work an 11:00 AM to 8:00 PM shift after training.
• Willingness to work occasional Saturdays as business needs require.

Preferred Qualifications

• Customer support experience.
• Medical or healthcare customer service experience.
• Experience working with healthcare benefits, insurance, disability, or pension-related inquiries.

Schedule

Training Hours: Monday through Friday, 8:00 AM - 4:30 PM or 9:00 AM - 5:30 PM.

Post-Training Schedule: Must be available to work 11:00 AM - 8:00 PM. Call center operating hours are 8:00 AM - 8:00 PM. Occasional Saturday shifts may be required. Candidates must be flexible to work within business operating hours.

Work Environment

• Collaborative call center environment with approximately 25-30 Customer Service Representatives supporting Pension, Healthcare, and Financial segments.
• Additional team of Appeals Customer Service Representatives.
• Union-based workplace.
• Results-oriented leadership with a supportive and relaxed atmosphere.
• Family-oriented culture that values teamwork and employee development.
• Strong leadership support and accessible management team.
• Stable organization with exceptionally low turnover compared to traditional call center environments.

Benefits

Upon Permanent Hire, Employees Become Eligible For:

• Union pension benefits.
• Comprehensive healthcare benefits.
• Salary increases and advancement opportunities.
• Paid vacation time.
• Employee bonuses.

Additional Perks Include:

• Weekly employee celebrations and recognition events.
• Company-sponsored charitable and community involvement opportunities.
• Customer Service Week celebrations featuring catered lunches, games, and team-building activities.
• Long-tenured workforce with many employees remaining with the organization for 15-30 years.
• Strong culture focused on employee engagement and appreciation.

For this temporary role, if eligible, benefits may include:

• Medical, dental, and vision.
• Critical Illness, Accident, and Hospital insurance.
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available.
• Life Insurance (Voluntary Life & AD&D for the employee and dependents).
• Short and long-term disability.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Time Off/Leave (PTO, Vacation or Sick Leave).

Pay

The pay range for this position is $21.00 - $21.00/hr.

Job Details

This is a Contract to Hire, fully onsite position based in West Harrison, NY.