Customer Service Agent- Virtual - Temporary

Alight•Virtual, IL

1d•Remote

About The Position

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.

Requirements

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

Nice To Haves

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 skills
Proven success in maintaining a calm and professional demeanor in a fast-paced business environment; able to deescalate
Effective communication and decision-making skills
Ability to perform basic troubleshooting steps and utilize resources properly
Aptitude for understanding details of insurance or complex information
Actively listening to participants to understand both verbal and non-verbal cues
Researching options in proprietary Alight tools
Demonstrating sustained confidence and resilience during challenging interactions
Fully and accurately documenting all conversations and actions taken on each interaction
Performance accountability: Effectively manage call volume, meet AHT expectations, and maintain low offline time to ensure productivity and efficiency

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