Customer Service Rep - Remote - Call Center/Pension Plans Exp Req

Military Spouse Corporate Career Network

15h•Remote

About The Position

The Customer Service Representative provides information, service, and assistance related to pension and health and welfare plans. The role handles inbound calls and client requests through multiple channels, responds to webmail inquiries within delegated authority, and completes special tasks and projects as assigned. The position is remote, with certain locations excluded: OCONUS, Rhode Island, Montana, California, Washington State, Denver, Colorado, Illinois, Maryland, Massachusetts, Michigan, Missouri, Nebraska, and Vermont. The representative uses company systems and department resources to research questions and provide accurate information to customers and company personnel. The role documents activity, maintains accurate records of referrals, and records system changes, corrections, and other actions. It also prepares researched and accurate reports and related documents, maintains effective relationships with internal and external clients, and supports colleagues with administrative and processing tasks. This may include sending correspondence, paperwork, and forms to plan participants and sponsoring employers, as well as assisting with training new or temporary staff. Training begins in mid-November 2026, with onboarding Monday through Friday from 9 a.m. to 5 p.m. Eastern Time, including a one-hour lunch, for one to two weeks. Three additional trainings are required before the representative can handle the full range of calls; complete training is expected to take 12–18 months. After training, the assigned eight-hour shift plus a one-hour unpaid lunch will fall Monday through Friday between 8 a.m. and 8 p.m. Eastern Time. Evening availability is required as assigned. Pay starts at $19 per hour, with a structured progression: CR1 at $19 per hour during the initial three to four months of onboarding and basic training; CR2 at $20 per hour after pension/medical training; and CR3 at $21 per hour, typically around 18 months. Candidates must pass a background check, credit check, and drug screen before starting and verify identity and U.S. work eligibility.

Requirements

Associate degree or higher.
At least two years of contact center experience.
Experience with pension and/or medical/welfare plans.
Excellent verbal and written communication, interpersonal, and organizational skills.
Demonstrated judgment and ability to handle angry or irate customers.
Ability to process quality transactions expeditiously and provide follow-up as necessary.
Ability to work as a team member and achieve team goals in a client-focused environment.
Availability to work evening shifts as assigned.
For remote work, a quiet, distraction-free work environment, reliable high-speed internet, and a dedicated private workspace that enables independent work without interruptions.
Successful completion of a background check, credit check, and drug screen before the start date.
Ability to verify identity and eligibility to work in the United States and complete required employment eligibility verification upon hire.

Nice To Haves

Medicare Annual Election Period (AEP) experience.

Responsibilities

Provide customer service assistance for simple requests as defined in training while maintaining high standards of quality and courtesy.
Handle inbound calls and client requests through a variety of channels regarding pension and health and welfare plans.
Use systems and department resources to research and answer questions for customers and company personnel.
Document activity, maintain accurate referral records, and record system changes, corrections, and other actions.
Respond to webmail inquiries and initiate changes, corrections, or other system actions within delegated authority.
Prepare reports and similar documents, ensuring information is fully researched and accurate.
Suggest opportunities for improvement and support the execution of improvements.
Build and maintain effective working relationships with external customers, internal clients, and colleagues across locations or functional areas.
Assist other Client Service Representatives and department staff with administrative and processing tasks, including sending correspondence, paperwork, and forms to plan participants and sponsoring employers.
Assist in training new and temporary staff.
Complete special tasks and projects as assigned.
Process quality transactions expeditiously and provide follow-up as necessary.