Inbound Contact Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Address customer inquiries through phone, digital, or written channels, encompassing benefits questions, problem resolution, and member education.

• Accurately log customer interactions, requests, concerns, and resolutions in relevant systems.

• Investigate and resolve customer issues, escalating complex or unresolved situations as necessary.

• Apply established policies, procedures, and resources to provide accurate and timely support.

• Utilize critical thinking and sound judgment to address customer needs and propose solutions.

• Effectively manage workload, prioritize tasks, and meet quality and service expectations.

• Operate independently within set guidelines while fostering customer satisfaction and aligning with business objectives.

• Conduct moderately complex customer service, administrative, and operational support tasks.

• Perform calculations as required.

• Handle semi-routine assignments with minimal guidance.

⛳️ Requirements

• Minimum of 3 years of customer service experience in a professional setting.

• Excellent customer service and problem-solving abilities.

• Dedication to providing a positive customer experience.

• Strong verbal and written communication skills.

• High attention to detail and accuracy in documenting information and completing tasks.

• Proficient in using computers and navigating multiple applications simultaneously.

• Capability to manage multiple priorities in a fast-paced environment.

• Enthusiasm for contributing to an organization focused on enhancing consumer and member experiences.

• Minimum home internet download speed of 25 Mbps and upload speed of 10 Mbps.

• Ability to work from a dedicated space without ongoing interruptions to safeguard member PHI / HIPAA information.

• Preferred: experience in a contact center, customer support, member services, or a similar customer-facing role.

• Preferred: experience in healthcare, insurance, benefits, or other regulated industries.

• Preferred: experience in managing complex customer inquiries and issue resolution.

• Preferred: post-secondary education, professional training, certifications, or an equivalent combination of education and experience.

🏝️ Benefits

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company holidays.

• Personal holidays.

• Paid parental leave.

• Paid caregiver leave.

• Short-term disability.

• Long-term disability.

• Life insurance.

• Competitive benefits that support whole-person well-being.

• Self-provided internet service for home employees.

• Remote work arrangement.

• Occasional travel to Humana offices for training or meetings.