Work at Home Customer Service Advisor (Wisconsin residents)

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Use

• for any list of duties/requirements/benefits, and

  for prose. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings. Remove boilerplate, navigation, legal, EEO, equal-opportunity, scam-warning, duplicated lines, application instructions. Preserve all substantive info. Include a section only when posting has real specific content for it. Avoid filler like "commensurate with experience". Pay and Schedule sections only if posting actually states them. Benefits only if posting actually states them. We need to parse the posting. Content: - About The Role: description: Remote – Wisconsin residents | Full-time early career role. Work-from-home customer service role in structured contact center environment. Handling health insurance questions via phone/email, benefits, eligibility, payments. Need to listen, empathize, evaluate, stay calm. Navigate multiple computer systems, resources, communicate courteously, personable, professional. - Pay Transparency: This position starts at $14 per hour. - Why Apply: Full-time role with benefits, Paid time off, Training provided, Leadership development program available, Team environment with access to experienced coworkers. - What To Expect Day-to-Day: bullet points: Steady call volume..., Emotionally demanding moments..., Monitored environment..., Repetitive work..., Set schedules..., Documentation required..., Multiple channels..., People who tend to do well... (maybe not a bullet but prose). We'll treat as list. - What You’ll Do: list of duties: Research and handle questions about benefits, eligibility, payments, quality-of-care concerns and other issues; Provide accurate information to customers, managers and clients; Create and send status updates or service recovery communications; Route or escalate inquiries when needed; Explain policies, procedures and benefit details; Document each interaction clearly in the tracking system; Offer timely and accurate solutions through inbound and outbound conversations (e.g., phone calls, chats, emails) while keeping a positive and upbeat attitude. - Questions Before You Apply? Live chat with a Morley Talent Acquisition (TA) Specialist: ... This is application instructions; we should remove application instructions. So we drop that section. - Skills For Success: Required Skills list: Clear written and verbal communication; Able to review in-depth info and reach logical conclusions; Basic math skills (for payment-related questions); Empathy and dependability; Strong listening, organization, multitasking and time management; Ability to work in a changing environment; Basic computer skills, including Microsoft Office; Typing speed of 30+ words per minute (Take a free typing test here: www.typingtest.com). The link maybe considered application instruction? It's a resource but not application instruction; we can keep as part of skill description but maybe we should drop the link? The instruction says remove application instructions; the link is not an application instruction but a resource. Might keep but could be considered extra. Safer to keep the skill description without the link? The link is not essential info; but we can keep the skill description without the URL. However we must preserve ALL substantive information; the link is not substantive for job performance; it's a resource. I'd say we can drop the link as it's not required. But we need to keep the typing speed requirement. - Eligibility Requirements: Must have ability to pass pre-employment background check and drug screen; High school diploma or equivalent; 2+ years of customer service experience (call center, retail, restaurant/fast food, hotel, or any role where you regularly worked with customers); Availability within operating hours: Monday - Friday | 8 a.m. - 9 p.m. Eastern / 7 a.m. - 8 p.m. Central / 6 a.m. - 7 p.m. Mountain / 5 a.m. - 6 p.m. Pacific time; Possible weekends (from October through March) (shifts are assigned based on schedule bid using performance metrics); Reliable attendance and ability to follow a set schedule (queues are time-sensitive). - Nice to Have: Experience with medical claims reimbursements or billing; Familiarity with health insurance terminology; Understanding of health care policies, procedures, applicable certificates and riders, and benefits as related to inquiry processing; Knowledge of customer service practices. - Remote Work Requirements: Wisconsin resident; Secluded, distraction-free workspace; Internet requirements: High-speed internet from a wired provider (cable or fiber); Your computer must be physically connected to your modem/router using an Ethernet cable* Wireless, 5G and satellite internet aren’t supported; Morley provides a six-foot Ethernet cable with the equipment for this role. If you need a longer cable for your setup, you will need to supply it. - The Remote Experience: video link; maybe we can drop as it's not substantive? It's a link to video; not essential. Could drop. - Why Join Our Morley Family: description of benefits: Health & Wellness Benefits: Medical and prescription coverage; Dental and vision insurance; Paid time off; Associate wellness program with rewards for annual checkups; Programs to quit tobacco use and manage chronic conditions (e.g., diabetes, asthma); Financial Benefits: 401(k) with match; Flexible spending account (FSA); Life insurance; Company-paid short- and long-term disability insurance; Benefits To Make Your Life Easier: 24/7 online access to doctors through Teladoc; 24/7 nurse help desk; Patient advocacy with free 24/7 support for benefit questions and claims; Guidance for family, financial and estate planning (including wills). - About Morley: mission statement; EEO statement; we should remove EEO boilerplate? The instruction says remove EEO/equal-opportunity/scam-warning boilerplate. So we should drop the Equal Opportunity Employer paragraph and the accommodation request etc. Also remove Notices (E-Verify, CCPA, privacy policy). Also remove "About Morley" maybe? It's not boilerplate? It's about company mission; could be considered substantive? It's not required but maybe we keep? The instruction: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." The "About Morley" mission statement is not exactly boilerplate; it's descriptive. Could keep but it's not a section heading we have defined (like About the role). We could incorporate into a section like "About the company" but not required. The instruction says we should only include sections when posting has real specific content for it. We have sections: About the role, Responsibilities (What You'll Do), Requirements (Eligibility Requirements + Nice to Have?), Skills, Benefits, Pay, Schedule. We could also include "Remote Work Requirements" maybe as part of Requirements or separate? Not in list of allowed headings; allowed headings are About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to map content to these headings. We have: - About the role: description of role (first paragraph). Good. - Responsibilities: What You'll Do list. - Requirements: Eligibility Requirements + Nice to Have? Could also include Remote Work Requirements? Might be part of Requirements. - Qualifications: maybe education/experience? Could combine with Requirements. But we have both Requirements and Qualifications allowed. We could put Eligibility Requirements under Requirements, and Nice to Have under Qualifications? Or we could put all under Requirements and leave Qualifications empty (but we shouldn't emit empty sections). So we need to decide. Better: Use Requirements for mandatory eligibility (background check, diploma, experience, availability, weekends, attendance). Use Qualifications for Nice to Have (medical claims experience, health insurance terminology, etc.) and maybe also Skills? But Skills is separate heading. Skills: Required Skills list. Benefits: list of benefits (health & wellness, financial, etc.) Pay: $14 per hour. Schedule: Set schedules, possible weekends, availability hours. We also have "What To Expect Day-to-Day" which could be part of Responsibilities or separate? Could be under Responsibilities as additional details. But we already have Responsibilities list; we could incorporate those points as part of Responsibilities. We need to avoid duplication. Let's extract substantive content: About the role paragraph: "Remote – Wisconsin residents | Full-time early career role This is a work-from-home customer service role in a structured contact center environment. You’ll spend most of your day handling health insurance questions from customers, health care providers and beneficiaries via phone and email, including benefits, eligibility and payments. You’ll need to listen carefully, empathize and evaluate each situation to determine next steps – while staying calm and focused across interactions. During calls, you’ll navigate multiple computer systems and resources to resolve questions, communicating in a courteous, personable and professional way." We'll put that in

  under

  About the role

  . Responsibilities (What You'll Do): List: - Research and handle questions about benefits, eligibility, payments, quality-of-care concerns and other issues - Provide accurate information to customers, managers and clients - Create and send status updates or service recovery communications - Route or escalate inquiries when needed - Explain policies, procedures and benefit details - Document each interaction clearly in the tracking system - Offer timely and accurate solutions through inbound and outbound conversations (e.g., phone calls, chats, emails) while keeping a positive and upbeat attitude Also include day-to-day expectations maybe as part of responsibilities: steady call volume, emotionally demanding moments, monitored environment, repetitive work, set schedules, documentation required, multiple channels, people who tend to do well... But some of those are more about work environment; could be under Responsibilities as well. However we already have documentation required listed; we could avoid duplication. We could create a separate section "What To Expect" but not in allowed headings. So we incorporate into Responsibilities. Thus Responsibilities list will include both the What You'll Do items and the day-to-day expectations. Let's compile: - Steady call volume: calls come in consistently throughout your shift with limited downtime. - Emotionally demanding moments: you’ll support customers through a range of feelings and situations with patience, empathy and professionalism. - Monitored environment: calls may be recorded and reviewed for quality and compliance. - Repetitive work: you’ll follow the same processes and have similar conversations throughout the day. - Set schedules: schedules are assigned and flexibility is limited – best for someone who values consistency and reliability. - Documentation required: you’ll record details during and after each interaction. - Multiple channels: phone is primary, with email support as needed. - People who tend to do well in this role stay patient and emotionally steady over time, even when the work is repetitive and the pace is consistent. Plus the What You'll Do list. We'll combine. Requirements (mandatory): - Must have the ability to pass a pre-employment background check and drug screen - High school diploma or equivalent - 2+ years of customer service experience (call center, retail, restaurant/fast food, hotel, or any role where you regularly worked with customers) - Availability within operating hours: Monday - Friday | 8 a.m. - 9 p.m. Eastern / 7 a.m. - 8 p.m. Central / 6 a.m. - 7 p.m. Mountain / 5 a.m. - 6 p.m. Pacific time - Possible weekends (from October through March) (shifts are assigned based on schedule bid using performance metrics) - Reliable attendance and ability to follow a set schedule (queues are time-sensitive) - Wisconsin resident (Remote Work Requirements) - Secluded, distraction-free workspace - Internet requirements: High-speed internet from a wired provider (cable or fiber) - Your computer must be physically connected to your modem/router using an Ethernet cable (Wireless, 5G and satellite internet aren’t supported) - Morley provides a six-foot Ethernet cable with the equipment for this role. If you need a longer cable for your setup, you will need to supply it. We could also include "Must have ability to pass background check" etc. Qualifications (