Federal Employee Insurance Customer Service Agent

Senture•Concordia, KS

7d•Remote

About The Position

Are you passionate about helping people and delivering exceptional customer service? Join our team as a Federal Employee Insurance Customer Service Agent and play an important role in supporting individuals as they navigate their insurance benefits and enrollment options. In this position, you'll be the trusted voice our customers turn to for assistance. You'll handle inbound and outbound calls, answer questions, resolve concerns using web-based systems, and provide a positive experience with every interaction. If you enjoy helping others, learning new systems, and working in a fast-paced environment, we'd love to meet you!

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.