Remote Call Center Representative (US)

Summary

As a Remote Call Center Representative (US) at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve. This role offers an opportunity to grow your career in a company that values your contributions and prioritizes work flexibility, learning, and career development.

Responsibilities

• Answer incoming calls and provide courteous, professional, and knowledgeable assistance.
• Follow established quality guidelines and security procedures during every customer interaction.
• Use designated systems and available resources to research account information and answer customer questions accurately.
• Resolve basic inquiries and escalate complex matters to the appropriate team members when needed.
• Accurately document customer interactions and update account histories.
• Follow up as appropriate to confirm that customer inquiries or requests have been resolved.
• Maintain service-level agreements, quality standards, and productivity expectations.
• Collaborate with team members, management, and other stakeholders to resolve customer inquiries.
• Identify and recommend opportunities to improve procedures, workflows, and the customer experience.

Requirements

• High school diploma or G.E.D. required; additional education preferred.
• 2+ years of call center or customer service experience preferred.
• Experience in a healthcare or insurance environment is a plus.
• Strong customer service orientation with excellent verbal and written communication skills.
• Proficient in Microsoft Outlook, Word, and Excel; familiarity with help desk or CRM systems is a plus.

What We're Looking For

• High school diploma or G.E.D. required; additional education preferred.
• 2+ years of call center or customer service experience preferred.
• Experience in a healthcare or insurance environment is a plus.
• Strong customer service orientation with excellent verbal and written communication skills.
• Proficient in Microsoft Outlook, Word, and Excel; familiarity with help desk or CRM systems is a plus.

Assessment Requirement

As part of our interview process, all candidates must complete the Harver Assessment. This assessment helps us evaluate key competencies relevant to the role, including communication skills, multitasking abilities, and problem-solving capabilities. Video cameras must be used during all interviews, as well as during the initial week of orientation.

What You Should Expect

• This is a remote position in the USA.
• Shifts operate Monday through Friday, with shifts scheduled within our standard office hours of 6:50 AM to 6:30 PM CST.
• Specific shift assignments will fall within this time range based on business needs.
• Requires ability to communicate clearly via phone and computer; manual dexterity for office equipment use.
• To work effectively as a teleworker or hybrid positions with Gainwell, employees must have a broadband internet connection with a minimum speed of 24 Mbps download and 8 Mbps upload. Higher speeds are recommended for optimal performance.
• To test your internet speed, go to Google and search for “Internet Speed Test.”

Pay Range

The pay range for this position is $25,300.00 - $36,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors.

Benefits

• All salaried, full-time candidates are eligible for our generous, flexible vacation policy.
• We offer a 401(k) employer match.
• We provide comprehensive health benefits.
• We have a variety of leadership and technical development academies to help build your skills and capabilities.

About Gainwell

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.