About The Position
This position is for a Federal Employee Insurance Customer Service Agent who will support individuals navigating their insurance benefits and enrollment options. The role involves handling inbound and outbound calls, answering questions, resolving concerns using web-based systems, and providing a positive customer experience. The company is looking for individuals passionate about helping people and delivering exceptional customer service, who enjoy learning new systems and working in a fast-paced environment. The role is remote and available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. The position is expected to continue through December, with opportunities for internal transfer within the company.
Requirements
- High School Diploma or GED
- Prior call center or customer service experience highly desired
- Effective verbal and written communication skills
- Ability to multi-task
- Exceptional computer and navigation skills including dual monitors, using multiple tabs, and locating information within databases
- Ability to sit for extended periods of time
- Use of webcam during training and production
- Ability to successfully pass a background investigation and drug screen
- Must successfully pass preemployment criteria testing and internet speed test
- Enclosed and secure work area with zero distractions
- Must have the ability to provide a non-cellular high speed internet service such as Fiber, DSL, or cable modems for a home office.
- Must be able to meet the minimum internet speed requirements of the program.
- Hotspots, satellite and wireless internet service is NOT allowed for this role.
Responsibilities
- Answer customer inquiries with professional courtesy, giving exceptional customer service to each customer, based on client specific instruction.
- Document each customers inquiry information into a database.
- Verify customers information, making corrections and updates as needed.
- Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client has received the best customer service experience possible.
- Follow-up with callers as necessary.
- Use statistical contact center data to make improvements to performance.
- Outbound calling for surveying to obtain client specific information.
- Shift and Schedule adherence.
Benefits
- Paid training
- Health and welfare stipend
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
