Call Center Representative

Role Overview

• Answer inbound calls and provide courteous, accurate, and efficient customer service.
• Follow established quality and compliance standards for every interaction.
• Verify caller identity and ensure all security and confidentiality procedures are followed.
• Access and review program details using internal systems to answer inquiries within program guidelines.
• Communicate clear and accurate information in every interaction.
• Provide knowledgeable responses to general client questions; escalate complex cases as needed.
• Document all interactions accurately in the system and follow up on pending inquiries.
• Meet or exceed productivity and service-level agreements (SLAs).
• Collaborate with team members, management, and clients to resolve issues effectively.
• Recommend improvements to processes or workflows to enhance efficiency.

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.

Benefits

• Remote position
• Health insurance
• Paid time off
• Professional development opportunities