Customer Service Representative Middletown, NY | Robert Half

Customer Service Representative

We are looking for a Customer Service Representative to join a healthcare-focused team in Middletown, New York on a Contract to Hire basis. This position supports members and partners by handling inquiries with professionalism, empathy, and strong follow-through. The role is ideal for someone who can stay organized in a fast-paced service environment while delivering clear communication and dependable issue resolution.

Training is conducted onsite, and the ongoing schedule is provided in advance with shifts that may include weekends.

Responsibilities:

• Handle inbound inquiries by asking thoughtful questions, listening carefully, and identifying the core issue behind each request.

• Review available information, conduct initial research, and assess the nature and urgency of each customer concern.

• Work with teams across the organization to obtain answers, coordinate next steps, and route complex matters to the appropriate contacts when needed.

• Place outbound calls to members, providers, brokers, pharmacies, or other parties to gather details and help bring issues to resolution.

• Strive to resolve concerns during the first interaction whenever possible while maintaining accuracy and service quality.

• Record each interaction thoroughly, including the concern raised, research completed, actions taken, and final outcome.

• Guide conversations with confidence and professionalism, using de-escalation techniques and empathy to support callers through sensitive situations.

• Provide timely updates to customers throughout the resolution process so they remain informed about status and next steps.

• Maintain attention to customer interactions while navigating systems, alerts, and multiple sources of information during the workday.