Customer Service Agent- Virtual - Temporary

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:

• Reside in the United States

• 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