The Role
As a Seasonal Customer Service Representative, you will have the rewarding opportunity to help clients through enrollment processes and when making updates to their plans. We allow you the freedom to take the time necessary to provide the highest level of service on each contact. You will spend your day on the phone, with opportunities to assist with chat and messaging as you gain additional experience. We provide superior customer service in a work-from-home environment following an initial training and onboarding period.
During our busy season you will be expected to work a 40-hour week. During initial training and during quieter periods, your hours may fluctuate between 32 to 40 hours depending on client needs.
This is a seasonal role; however, high performers are often invited to continue with the company to assist on other projects, and top performers may be offered a full-time opportunity.
Key Responsibilities
• Quickly build rapport and respond to clients in a compassionate manner by identifying and exceeding expectations
• Respond in a respectful, accurate, timely manner, consistently meeting commitments via phone, email, and instant message
• Customize your customer service approach to meet different communication styles and personalities while maintaining professionalism
• Safeguard confidential information with sensitivity and discretion in accordance with data privacy laws and company security requirements
• Translate complex plan information and processes into simple explanations that customers can understand and act upon
• Read and understand plan documents and knowledge base tools while collecting relevant information to determine immediate requests and anticipate future needs
• Demonstrate knowledge and compliance with company and client procedures, providing appropriate and accurate information
• Maintain and document complete and accurate call and case notes in a professional manner
• Communicate and collaborate with colleagues and supervisors in a respectful manner
• Regularly participate in team meetings and training
• Perform other duties as assigned
Skills/background needed: Excellent ability to communicate effectively in English in a customer service setting, including verbal and written communication skills. Ability to quickly assess client concerns and formulate responses using analytical and problem-solving skills. Ability to work in a structured environment, adhere to schedules, and follow protocols. High attention to detail, strong multi-tasking ability, and organisational skills. Experience using Microsoft Office and the ability to manage multiple open computer windows while on the phone or messaging. Ability to work autonomously in a self-paced, self-motivated environment. Comfort working in a virtual environment including online training and interaction with managers via chat. Ability to understand and follow oral and written instructions. Typing speed of 30 words per minute or more. Experience working in a customer service-related field. High school diploma or equivalent required.
Nice to have: Associate or Bachelor’s degree. Working knowledge of health and benefits or pension plans. Experience working in a call centre environment. Ability to read, write, and speak Spanish.
Rate: Competitive entry-level pay, details shared upon application. You will receive paid training during your onboarding period.
Contract length: Seasonal
Location: Remote, with requirement to be located within reasonable distance of the office for occasional in-person needs and initial equipment setup.
We are an equal opportunity employer and consider all qualified applicants regardless of background.
Ready to get started? Submit your application below.