Customer Care Agent

Careington International Corporation • Frisco, TX

6d • Onsite

About The Position

Careington International Corporation is hiring onsite Customer Care Agents for its Frisco, Texas contact center. The team supports members and clients across Careington companies and brands by providing live-agent assistance, including product education, account maintenance, eligibility verification, provider searches, fulfillment requests, and claims inquiries.

Customer Care Agents answer inbound calls, provide helpful information, and resolve customer concerns efficiently and courteously. They are expected to take ownership of issues through resolution, escalate complex or high-priority concerns when needed, document interactions and case notes accurately in CRM systems, meet performance metrics, collaborate with colleagues and support teams, and participate in coaching, quality calibration, and training.

The position is onsite at 6435 Flyers Way, Frisco, TX 75033, Monday through Friday, for 40 hours per week. Remote work is not available. During the first five weeks, employees attend mandatory product training and then participate in live calls with support from tenured staff. The initial schedule is Monday through Friday, 8:30 a.m. to 5:00 p.m. Hourly pay starts at $18.25, with opportunities for raises during the first six months. Bilingual English-Spanish candidates may qualify for increased pay following evaluation.

Requirements

• Work onsite Monday through Friday at 6435 Flyers Way, Frisco, TX 75033; remote work is not available.
• Live in the Dallas metroplex and be able to work onsite in North Frisco, Texas.
• Attend mandatory initial product training; 100% attendance is required during the initial six to seven days of classroom training.
• Pass a drug screen and background check.
• Use a wired headset provided by the company.

Nice To Haves

• Prior call center experience is preferred but not required.
• Bilingual proficiency in Spanish is a plus and may qualify for additional compensation following evaluation.

Responsibilities

• Answer inbound calls and provide helpful information while resolving customer concerns efficiently and courteously.
• Take ownership of customer concerns through resolution and work to ensure a positive customer experience.
• Escalate complex or high-priority issues to appropriate teams when necessary.
• Accurately document customer interactions, resolution steps, and case notes in CRM systems.
• Meet or exceed performance metrics, including quality scores, schedule adherence, after-call work, and average handle time.
• Collaborate with peers, supervisors, and support teams to resolve customer issues and improve processes.
• Participate in coaching sessions, quality calibration, and training initiatives.
• Navigate up to six software applications across multiple monitors while managing inbound calls.
• Use Microsoft Office Suite, including Word, Excel, and Outlook, to support customer interactions and internal operations.
• Maintain a professional, patient, and helpful phone demeanor.

Benefits

• Benefit eligibility for the employee and dependents begins on the first day of the month following 60 days of employment.
• Paid time off accrual.
• 11 paid holidays per calendar year.
• Access to a 401(k) plan with Fidelity after 90 days of employment.
• Clear pathways for career advancement within the Call Center and Careington.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed