Customer Care Representative

This is a fully remote position, open to applicants in Alabama, +16 more states.

📋 Description

• Manage customer and internal inquiries primarily through phone communication.

• Investigate and resolve issues while providing accurate responses to applicants, policyholders, agents, and medical providers.

• Utilize internal systems, web-based software, CRM, and telephony systems to address and resolve inquiries.

• Record and maintain customer and business information through precise data entry.

• Employ product knowledge, company policies, procedures, and resources to meet customer needs effectively.

• Recognize requests that need escalation, direct them appropriately, and complete necessary follow-up.

• Keep up-to-date with company policies, products, and processes.

• Handle challenging customer interactions, de-escalate issues, and escalate when required.

• Maintain clear, factual documentation of customer interactions and actions taken.

• Ensure the protection of confidential customer information and adhere to HIPAA, PHI, and company requirements.

• Achieve Customer Care quality standards and performance expectations.

• Collaborate with teams to foster positive customer experiences and support business objectives.

⛳️ Requirements

• High School Diploma or equivalent qualification.

• Proficient in utilizing computer systems and software.

• 3–5 years of experience in customer service.

• Exceptional verbal and written communication skills.

• Strong problem-solving and decision-making skills.

• Ability to manage multiple tasks in a fast-paced environment.

• Strong computer skills, including accurate data entry, business systems, Microsoft Office, and basic spreadsheet functions.

• Reliable, high-speed internet connection is necessary.

• Must have secure access to company systems and comply with information security, privacy, and data protection regulations.

• A confidential, quiet, secure, and professional workspace is required.

• A background check is necessary.

• Previous experience in customer service is advantageous.

• Call center experience is preferred.

• Prior experience in insurance operations, customer service, or within an insurance agency/call center is preferred.

🏝️ Benefits

• Comprehensive benefits package including PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance.

• Company-provided computer, headset, required software, and systems.

• Remote work arrangement available.

• Reasonable accommodations provided throughout the application and employment process.