Inbound Contacts Representative

Accountabilities: Respond to incoming telephone, digital, and written inquiries while providing professional and helpful customer support. Address customer needs, including complex benefit questions, issue resolution, and education regarding available services or processes. Accurately document inquiries, comments, complaints, transactions, and customer interactions in the appropriate systems. Take appropriate action based on established procedures, quality standards, priorities, and service guidelines. Escalate unresolved customer issues, grievances, and pending matters to the appropriate teams for further resolution. Navigate multiple computer applications simultaneously while maintaining accuracy and efficiency. Complete routine administrative, clerical, operational, customer support, and computational activities. Manage competing priorities and respond to customer needs while working within established policies and under supervision. Contribute to ongoing efforts focused on improving the overall consumer experience.

Requirements: At least 2 years of customer service experience. Strong customer service orientation and a genuine commitment to delivering a positive consumer experience. Excellent attention to detail and the ability to maintain accurate records while handling multiple tasks. Strong typing skills and confidence navigating multiple computer systems and applications simultaneously. Effective verbal communication and active listening skills. Ability to manage multiple or competing priorities in a structured, process-driven environment. Ability to work within established policies, procedures, quality standards, and performance to work any shift Monday through Saturday between 8:00 AM and 11:00 PM Eastern Time, based on business scheduling needs. Ability to work either five 8-hour shifts or four 10-hour shifts. Must reside in one of the following states: Florida, Indiana, Ohio, Tennessee, Arizona, Missouri, North Carolina, or New Mexico. Associate's or Bachelor's degree preferred. Previous inbound call center or related customer service experience preferred. Healthcare experience is an advantage. Spanish fluency is preferred. Ability to maintain a dedicated, interruption-free workspace suitable for protecting confidential member and health internet service must provide at least 25 Mbps download and 10 Mbps upload speeds; wired cable or DSL connections are suggested. Occasional travel to company offices for training or meetings may be required.

Benefits: Annual salary range of $38,000–$45,800 for full-time employment, depending on location, skills, experience, education, certifications, and other job-related factors. Eligibility for a bonus incentive plan based on individual and/or organizational performance. Full-time schedule of 40 hours per week. Fully remote, work-from-home position within approved U.S., dental, and vision benefits.401(k) retirement savings plan. Paid time off, company holidays, and personal holidays. Paid parental and caregiver leave. Short-term and long-term disability coverage. Life insurance. Opportunities to contribute to healthcare customer experience and member support. Structured environment with established processes, quality standards, and ongoing service improvement to develop experience in healthcare customer service, benefits support, and digital and telephone member engagement.