Customer Service Agent- Virtual - Temporary

Our story

At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”

Our Values:

Champion People – be empathetic and help create a place where everyone belongs.

Grow with purpose – Be inspired by our higher calling of improving lives.

Be Alight – act with integrity, be real and empower others.

It’s why we’re so driven to connect passion with purpose. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation.

With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

Learn more at careers.alight.com. 
 

Overview
 

Alight Retiree Health Solutions is a business unit within Alight that assists Medicare eligible retirees in selecting appropriate Medicare health plans. A Sales and Service Customer Service Agent may handle any customer who does or does not have an enrollment with Alight Retiree Health Solutions or one of the Carriers we represent. Successful CSA’s have a basic Medicare understanding. The Customer Service Agent responsibilities may include, but are not limited to, making outbound calls and inbound calls to confirm/schedule/reschedule appointments with a licensed agent, answering inbound phone calls pertaining to the status of an application or general customer inquiries, educating members on benefit options that MAY be available, respond to instant live chat requests from customers and assisting customers with website navigation and self-service options. A CSA will be an empathetic, patient, and honest individual, who is performance driven and thrives in a challenging and ever-changing industry.

Job Responsibilities:

• Provide world class experience to our customers/members
• Ability to make outbound and inbound calls through the duration of assigned shift
• Provide accurate and complete information to customers/members
• Capable of active listening when engaging with customers/members, especially when they are asking questions about the reason for our call
• Ability to clearly communicate – BOTH written and verbally
• Absorb general knowledge of the Medicare healthcare industry, prescription drug plan, vision, and dental enrollments to ensure effectiveness when engaging and educating our customers/members
• Absorb new information and have the flexibility to adapt to new processes rapidly
• Comfortable with taking escalated calls w/ a customer/member in a calm and professional demeanor – if the time arises
• Ability to accept constructive criticism to ensure their success
• Meet and/or exceed key performance indicators
• Deliver a consistently positive and motivating attitude daily; always giving your best effort

Required Experience:

• High school degree or equivalent.
• 1+ years’ customer service experience in a call center environment
• Strong written and verbal communication and rapport building skills
• Experience and general comfort level using Microsoft Word, Excel, computer telephony, internet, and computer tools
• Desire to help individuals in a positive and meaningful way
• Proactive, innovative, and driven to succeed

To be successful, you will need the following skills:

• Possess ability to talk and efficiently type and navigate the system simultaneously
• Knowledge of Medicare health, prescription drug plan, vision, and dental enrollments preferred
• Time management skills and ability to multitask across multi-functional work
• On camera visibility during any meetings, training, or per leadership request
• Takes initiative and demonstrates strong problem-solving skil