Customer Service Representative

This is a fully remote position, open to applicants in Arizona, +12 more states.

📋 Description

• Responsible for providing inbound and/or outbound phone-based customer service; ensures first call and/or email resolution, de-escalates calls, and educates callers through clear and accurate information exchange.

• Timely follow-up, resolution, and documentation of issues.

• Direct inquiries that require further investigation to the appropriate department and perform routine research as necessary.

• Manage follow-ups on pending items and direct incoming paperwork to the correct departments for completion.

• Handle highly sensitive information while upholding Personal Protected Information (PPI) standards.

• Demonstrate consistent and reliable behaviors, meet performance goals and metrics, and maintain attendance.

• Perform other assigned tasks.

⛳️ Requirements

• High School Diploma or GED (Required).

• Minimum of two years of customer service experience in related fields (Required), including the ability to effectively defuse conflict and address customer concerns with empathy and respect.

• Proven recent experience with Microsoft Office Suite or similar software platforms, including the capability to navigate multiple screens and systems concurrently while providing live call support.

• Ability to accept constructive feedback, adapt work practices accordingly, and implement changes to enhance performance.

• Capacity to adjust communication style for diverse audiences.

• Willingness to work various shifts based on quality metrics (if shift bid applies).

• Two (2) years of college coursework or three (3) years of work experience in customer service.

• Experience in the healthcare, insurance, benefits, and/or claims processing sectors.

• Familiarity with call centers handling high volume inbound/outbound calls.

• Knowledge of recorded screen settings.

• Experience with high volume metrics and audited work.

🏝️ Benefits

• Twelve weeks of paid virtual training (100% attendance required).

• A comprehensive benefits package tailored to promote health and well-being.

• Employer-matched 401k, pension equity plan, and healthcare benefits available.

• Healthcare benefits commence on the first day of employment.

• Premera provides a generous PTO policy along with 8 paid days off per year plus two floating holidays.

• Tuition assistance available for both undergraduate and graduate level courses.

• Opportunities for RISE recognition.

• A nationally recognized workplace celebrated as one of the best companies to work for, fostering a culture where employees can thrive.

• Medical, vision, and dental coverage with low employee premiums.

• Optional benefits, including pet insurance for pet owners.

• Life and disability insurance provided.

• Retirement programs, including a 401K employer match and a pension plan that vests after 3 years of service.

• Wellness incentives with a wide range of mental well-being resources for you and your dependents, including counseling services, stress management programs, and mindfulness initiatives.

• Generous paid time off to recharge.

• Employee recognition program acknowledging anniversaries, team achievements, and more.

• For hybrid employees, our on-campus model allows flexibility to create your routine, with access to on-site resources, networking opportunities, and team engagement.

• Commuter perks to lessen the environmental impact of your commute and save money.

• Complimentary convenient on-site parking.

• Subsidized on-campus cafes that make lunchtime socializing with colleagues enjoyable and affordable.

• Engage in on-site activities such as health and wellness events, coffee connects, disaster preparedness fairs, and more.

• Our complimentary fitness and well-being center offers both in-person and virtual workouts along with nutritional counseling.

• Need a brain break? Challenge someone to a game of shuffleboard or ping pong while on campus.