Customer Care Representative - Virtual
About The Position
Alight is hiring virtual, work-from-home Customer Care Representatives to support employees of its clients with questions about healthcare benefits, 401(k) savings and retirement plans, leaves of absence, payroll, and other HR and financial matters. The role is intended for people with strong empathy and communication skills who can quickly learn complex information, help others, and solve problems. Applicants must reside in one of the listed states: Delaware, Florida, Georgia, Indiana, Maine, Maryland, Michigan, Mississippi, New Hampshire, North Carolina, Ohio, Pennsylvania, Rhode Island, South Carolina, Vermont, Virginia, Washington, D.C., West Virginia, Alabama, Arkansas, Illinois, Iowa, Kentucky, Louisiana, Minnesota, Oklahoma, South Dakota, Tennessee, Texas, Wisconsin, Arizona, Idaho, Nevada, New Mexico, Oregon, Utah, or Wyoming. Customer Care Representative I is a learning and development role in the CCR career path. Training covers a domain area such as pension, 401(k), health, or HR plans; tools and resources; customer interactions; and client-specific information. After beginning customer interactions, CCR I employees are expected to develop their skills and advance to CCR II within the first 15 months. The position involves a high volume of inbound calls, processing customer transactions, making outbound calls about pending cases, navigating multiple systems while assisting callers, and working with third parties to research questions and provide updates. The role is 100% remote and requires high-speed broadband cable internet with minimum upload and download speeds of 20 Mbps each, with the provider's equipment hardwired to the company-issued computer. The specified shift may require extended hours. Virtual interviews are conducted on video, and occasional travel to a physical office may be required.
Requirements
- At least four years of customer service experience, or a combination of education and experience: high school diploma and four years of customer service experience; associate degree and two years of customer service experience; or a bachelor’s degree.
- Self-starter with excellent verbal and written communication skills and a strong commitment to customer care and satisfaction.
- Ability to be flexible, adaptable, and dependable in a fast-paced, constantly changing environment.
- Ability to receive and immediately apply constructive feedback.
- Ability to multitask across several Windows applications while assisting a customer by phone.
- Flexibility to work a specified shift and extended hours as necessary.
- For 100% remote work, high-speed broadband cable internet service with minimum upload/download speeds of 20 Mbps/20 Mbps, with the internet provider’s equipment hardwired to the company-issued computer.
- Must reside in one of the states or the district listed in the posting.
- Must have work authorization in the employing country that does not now or in the future require visa sponsorship.
Nice To Haves
- Experience in healthcare, human resources services, or financial services.
Responsibilities
- Handle a high volume of inbound calls from clients’ employees, answering questions, providing education, and resolving complex HR and financial issues involving healthcare benefits, 401(k) savings and retirement plans, leaves of absence, payroll, and related topics.
- Process transactions such as health enrollments, tax and direct-deposit updates, 401(k) withdrawals or contributions, and retirement elections; conduct additional research and ongoing casework as needed.
- Initiate outbound calls to update customers on pending cases or other topics.
- Navigate multiple screens, systems, and applications while managing live customer interactions, and help callers navigate systems when needed.
- Communicate with third parties to research customer issues and provide updates or other assistance.
- Complete training in a domain area, tools and resources, customer interaction management, and client-specific information; develop skills toward advancement to CCR II.
Benefits
- Health, dental, and vision coverage starting on the first day of employment.
- Life insurance and other benefits.
- 401(k) plan with corporate contribution matching.
- Paid time off, including three weeks (15 days) of paid vacation.
- Eleven paid holidays per calendar year, including nine fixed and two floating holidays.
- Six paid wellness days.
- Continuing education and training.
- Ongoing training, coaching, and development, with career development and growth opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
