Customer Service Agent- Virtual - Temporary

Alight Solutions•US-TX-Texas-Virtual, TX

4d•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

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
Proactive, innovative, and driven to succeed
Possess ability to talk and efficiently type and navigate the system simultaneously
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
Effectively manage call volume, meet AHT expectations, and maintain low offline time to ensure productivity and efficiency
A dedicated quiet home office/workspace is needed with a stable internet connection.
Work authorization that does not, now or in the future, require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Nice To Haves

Knowledge of Medicare health, prescription drug plan, vision, and dental enrollments preferred

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
Operate within a heavily regulated industry and a fast-paced/dynamic market environment which includes but is not limited to selling multiple insurance products
Ability to work any shift assigned including weekends and possible overtime (7am – 10pm CST)
Flexibility to move from one line of business to another based on business needs, which may include shifting from a single carrier to a multi carrier work environment
A call center environment with metrics such as attendance, adherence, quality, and productivity
Activities will include outbound/inbound calls and could include live chat
To perform this job successfully, a dedicated quiet home office/workspace is needed with a stable internet connection.
A home-based system test will be required to ensure speed and quality match company requirements (currently minimum speed is 100 Mbps).
The cost for internet and/or phone services and equipment will not be reimbursable.
Alight Retiree Health Solutions will provide a laptop, additional monitor, keyboard, mouse, and headset.
By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies.
Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test.
You will be notified during the hiring process which checks are required by the position.
Alight requires all virtual interviews to be conducted on video.
Please be aware that Alight is a camera-on culture and may require occasional travel to one of our physical office locations.
Alight will ensure that persons with disabilities are provided reasonable accommodations for the hiring process.
If reasonable accommodation is needed, please contact [email protected].
Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state, or local law.
In addition, we take affirmative action to employ disabled persons, disabled veterans, and other covered veterans.
Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship.
Applicants for employment may request reasonable accommodations/modifications by contacting their recruiter.
Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not, now or in the future, require sponsorship of a visa for employment authorization in the Employing Country and with Alight.
Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.
We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.
Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography.
Alight makes these decisions on an individualized, non-discriminatory basis.
Bonus and/or incentive eligibility are determined by role and level.
Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: Wellbeing and Benefits Selector Page - Alight
DISCLAIMER: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.
Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law.
Alight Solutions is committed to a diverse workforce and is an affirmative action employer.
Alight is a leading cloud-based human capital technology and services provider that powers confident health, wealth and wellbeing decisions for 36 million people and dependents.
Our Alight Worklife® platform combines data and analytics with a simple, seamless user experience.
Supported by our global delivery capabilities, Alight Worklife is transforming the employee experience for people around the world.
With personalized, data-driven health, wealth, pay and wellbeing insights, Alight brings people the security of better outcomes and peace of mind throughout life’s big moments and most important decisions.
Learn how Alight unlocks growth for organizations of all sizes at alight.com.
Our values are the essence of who we are: Champion people. We are empathetic and have created a place where everyone belongs. And we win together.
Grow with purpose. We are inspired by our higher calling. We fail forward and choose progress over perfection. We are brave, show grit and grow our whole selves.
Be Alight. We are a beacon that empowers others. We act with integrity and are real. And we find ways to add joy.
At Alight Solutions, we are reimaging how people and organizations thrive.
To deliver on this purpose, we do things differently.
From company leaders to our newest colleagues, we all play a role in bringing our values to life.
Every colleague shapes how Alight can become better, stronger and brighter – together.
With technology as our catalyst and humanity at our core, we advance each day toward a better future in work and life.
We understand the powerful human connections that create success for organizations.
We bring an industry leader's expertise and a true partner's commitment to our benefits and administration solutions around health, wealth, HR, finance and consumer experience.
Are you interested in helping us shape the future of work and life for organizations, people and their families?
If so, you've come to the right place.
Help us reimagine how people and organizations thrive!
Our story starts with a simple, universal truth: Every business is a people business.
We are Alight Solutions.
Reimagining how people and organizations thrive.
@AlightSolutions