Customer Services Concierge Support, Intermediate
About The Position
Our Concierge Customer Experience Teams receive incoming telephone calls from BSC’s top tier customers. Our agents are trained to go above and beyond, providing high quality, white glove, one stop shop service. The Customer Services Concierge Support, Intermediate will report to the Operations Manager. In this role you will uphold our mission of providing a service worthy of our family and friends. Our members look to you to help them navigate healthcare, providing empathy and advocacy. You are empowered to provide members with peace of mind that their current issue is resolved and that none are on the horizon. The Concierge Call Center is open 7 days a week, 4:45 a.m. – 8:00 p.m., including most holidays. If hired, you will be required to attend and complete paid, mandatory training remotely. You must attend training each day for 8 hours, totaling 40 hours per week for the required training period. Training hours are 8:00 a.m-4:30.p.m Mon-Fri. After completion of training, agents may work remotely and will be assigned a daily 8hr shift within the aforementioned hours of operation totaling 40hrs a week. The assigned shift can be different from training hours. The following job summary will help you understand the candidates/people well suited to our Designated Call Center Team. Job Summary: Projected Start Date: October 19th, 2026 Mandatory Training: Remote Successful CSRs deliver an effortless customer experience by: Taking the lead – our CSRs take ownership of members' issues, relieving members' stress while guiding them to a quick and easy resolution. Identifying future problems – not only do our CSRs solve the current member concern but they actively identify and solve any lurking complications the member may encounter after their first interaction. Sharing insights with peers and management – our positive team culture relies on open communication to continuously improve how our work gets done. Having fun! – our work is important, but we don't take ourselves too seriously. We love helping others and have a fun community dedicated to doing so! You must also be: Available to work a scheduled 8-hour shift, which includes 2 scheduled breaks and a lunch period, also available to work occasional holidays as part of your regularly scheduled shift Patient with members who call into our Centers with a question or a problem A good listener and not only answer the questions they ask you, but identify and answer questions the member may not be aware they needed Comfortable using a computer with 2 display monitors to allow you to navigate to multiple screens for information Comfortable using Excel spreadsheets to calculate member premiums for health insurance To multi-task using a computer; talking to the member, and entering member information into their online record
Requirements
- Must be available to work a scheduled 8-hour shift, including 2 scheduled breaks and a lunch period.
- Must be available to work occasional holidays as part of your regularly scheduled shift.
- Must be patient with members who call into our Centers with a question or a problem.
- Must be a good listener and not only answer the questions they ask you, but identify and answer questions the member may not be aware they needed.
- Must be comfortable using a computer with 2 display monitors to allow you to navigate to multiple screens for information.
- Must be comfortable using Excel spreadsheets to calculate member premiums for health insurance.
- Must be able to multi-task using a computer; talking to the member, and entering member information into their online record.
- Must attend and complete paid, mandatory training remotely.
- Must attend training each day for 8 hours, totaling 40 hours per week for the required training period.
- External hires must pass a background check/drug screen.
Nice To Haves
- Uphold our mission of providing a service worthy of our family and friends.
- Provide members with peace of mind that their current issue is resolved and that none are on the horizon.
- Have fun!
Responsibilities
- Take ownership of members' issues, relieving members' stress while guiding them to a quick and easy resolution.
- Actively identify and solve any lurking complications the member may encounter after their first interaction.
- Share insights with peers and management.
- Deliver high quality, white glove, one stop shop service.
- Navigate healthcare for members, providing empathy and advocacy.
- Provide members with peace of mind that their current issue is resolved and that none are on the horizon.
- Attend and complete paid, mandatory training remotely.
- Work a scheduled 8-hour shift, which includes 2 scheduled breaks and a lunch period.
- Work occasional holidays as part of your regularly scheduled shift.
- Be patient with members who call into our Centers with a question or a problem.
- Listen and not only answer the questions they ask you, but identify and answer questions the member may not be aware they needed.
- Use a computer with 2 display monitors to navigate to multiple screens for information.
- Use Excel spreadsheets to calculate member premiums for health insurance.
- Multi-task using a computer; talking to the member, and entering member information into their online record.
Benefits
- Paid, mandatory training remotely
- Assigned daily 8hr shift within the hours of operation totaling 40hrs a week after training
- Healthcare navigation assistance
- Empathy and advocacy
- U.S. News Best Company to work for
- Deloitte U.S. Best Managed Company
- Top 100 Inspiring Workplace
- Recognized by Fair360 as a Top Regional Company
- One of the 50 most community-minded companies in the United States by Points of Light
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
