CSR- Mid Day Shift

Position: CSR- Mid Day Shift 10:30-7pm or 1130-8pm
Location: Indianapolis

The Call Center Representative (CSR) is the first point of contact for members and plays a critical role in delivering a compassionate, professional, and efficient customer experience. This position requires a high level of empathy, active listening, and the ability to follow established scripts and procedures while handling a high volume of inbound calls.

CSRs are expected to maintain strict adherence to scheduling, attendance, and performance standards to ensure service levels are met and members receive timely assistance.

Key Responsibilities Member Experience & Empathy Provide a caring, respectful, and empathetic experience to all members, especially those who may be in vulnerable or stressful situations

Actively listen, demonstrate understanding, and respond with patience and professionalism

De-escalate concerns while maintaining a calm and supportive tone

Call Handling & Script Adherence Handle a high volume of inbound calls in a fast-paced environment

Follow established call scripts, workflows, and compliance requirements consistently

Accurately document all interactions in company systems in real time Ensure all information provided to members is accurate, appropriate, and compliant

Performance & Productivity Meet or exceed established Key Performance Indicators (KPIs), including:

Average Handle Time (AHT)
Call quality standards

After-call work expectations

Maintain focus and efficiency throughout scheduled shifts

Schedule Adherence & Attendance Adhere strictly to assigned work schedules, including start times, breaks, and lunches

Maintain reliable attendance in accordance with company policy

Be present and available to take calls during all scheduled working hours

Promptly notify leadership of any attendance-related issues in accordance with policy

Team & Operational Support Collaborate with supervisors and team members to support overall call center performance

Accept coaching and feedback to continuously improve performance

Maintain professionalism in all interactions with members and coworkers

Qualifications

High school diploma or equivalent required

Prior customer service or call center experience preferred

Strong communication and interpersonal skills

Ability to demonstrate empathy while maintaining efficiency

Comfortable working in a structured, metrics-driven environment

Basic computer proficiency and ability to navigate multiple systems

Work Environment High-volume, fast-paced call center environment

Prolonged periods of sitting and working on a computer

Continuous phone and system usage throughout shift

Key Expectations for Success Demonstrates genuine care and empathy in every member interaction

Follows scripts and processes consistently and accurately

Maintains strong schedule adherence and dependable attendance

Meets or exceeds performance metrics

Contributes to a positive, professional team environment
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