Customer Support Representative

Customer Support Representative

Kelly Services is seeking professional and customer-focused Customer Support Representatives to support members and providers by delivering high-quality service and assistance through inbound and outbound communications. In this role, you will respond to customer inquiries, research and resolve issues, document interactions, assist with online applications, and ensure compliance with all program and privacy requirements.

The following cities are not eligible for this role:

• Emeryville
• West Hollywood
• Berkeley
• San Francisco
• Mountain View
• Sunnyvale
• Richmond
• Belmont
• El Cerrito
• Cupertino
• Los Altos
• Palo Alto
• Santa Clara
• Redwood City
• San Mateo
• Pasadena
• Milpitas
• San Jose
• Los Angeles
• Santa Rosa
• Fremont

Key Responsibilities:

• Respond to inbound member and provider telephone inquiries, ranging from general to moderately complex issues.
• Utilize automated call systems to answer calls and route inquiries to the appropriate department when necessary.
• Research member and provider concerns and provide timely, accurate resolutions in accordance with established Service Level Agreements (SLAs).
• Accurately document all customer interactions within a Customer Relationship Management (CRM) system.
• Resolve customer inquiries and update CRM records with complete and accurate information.
• Conduct outbound calls in response to customer requests or business needs.
• Assist callers with completing online applications and navigating program requirements.
• Adhere to all privacy, confidentiality, and security requirements applicable to supported programs.
• Escalate calls and connect customers with leadership or supervisors when necessary.
• Maintain a current understanding of applicable program policies, procedures, and regulations.
• Report system issues and operational concerns through established reporting channels.
• Meet established service, quality, productivity, and performance standards.
• Complete required training and certification activities as assigned.
• Collaborate effectively with team members, leadership, and other departments to ensure positive customer outcomes.

Required Qualifications:

• High School Diploma or GED equivalent.
• 1 year of customer service experience
• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Strong listening and troubleshooting skills.
• Ability to navigate multiple computer systems simultaneously.
• Experience documenting customer interactions accurately and professionally.
• Strong organizational skills and attention to detail.
• Ability to maintain confidentiality and comply with privacy regulations.
• Ability to work independently and as part of a team in a fast-paced environment.
• Ability to meet strict attendance and schedule adherence expectations.

Preferred Qualifications:

• Insurance industry experience strongly preferred.
• Experience supporting healthcare, insurance, benefits, government, or public assistance programs.
• Experience using CRM platforms and customer support systems.
• Experience assisting customers with online applications or account navigation.

Additional Candidate Requirements:

• Candidates with previous Medicare or Medi-Cal customer service experience may be considered; however, preference will be given to individuals who can demonstrate:
• Strong performance metrics
• Long-term tenure in previous roles
• Proven reliability and attendance
• Consistent customer service excellence
• Ability to manage multiple tasks while maintaining accuracy and professionalism.
• Commitment to delivering exceptional service and creating positive customer experiences.

Work Environment:

• High-volume inbound and outbound call center environment.
• Performance-driven setting with established quality, productivity, and service goals.
• Requires professionalism, adaptability, and strong attention to detail.

Attendance Requirements:

• Strict attendance and schedule adherence requirements are enforced. Representatives are expected to maintain reliable attendance, follow assigned schedules, and be available during all scheduled work hours to support operational and customer needs.

Why Join Us?

• Opportunity to support members and providers through meaningful customer interactions.
• Comprehensive training and ongoing development opportunities.
• Collaborative team environment with supportive leadership.
• Gain valuable experience in customer service, healthcare support, insurance-related services, and customer relationship management.

Apply today to join a team committed to delivering outstanding service and support to members and providers.