Customer Service Agent- Virtual - Temporary

Customer Service Agent
- Virtual
- Temporary

Alight Retiree Health Solutions is a business unit within Alight that assists Medicare‑eligible retirees in selecting Medicare health plans. A Customer Service Agent (CSA) may handle any customer who does or does not have enrollment with Alight or its carriers. Successful CSAs have a basic knowledge of Medicare and serve as empathetic, patient, performance‑driven professionals in a fast‑changing industry.

• Provide world‑class experience to customers and members.
• Make outbound and inbound calls throughout assigned shift.
• Provide accurate and complete information to customers.
• Actively listen when engaging with customers.
• Communicate clearly in written and verbal form.
• Acquire general knowledge of Medicare, prescription drug, vision, and dental enrollments.
• Adapt quickly to new processes and information.
• Handle escalated calls calmly and professionally when required.
• Accept constructive criticism to ensure success.
• Meet or exceed key performance indicators.
• Maintain a consistently positive and motivating attitude.

• High school degree or equivalent.
• 1+ years of customer service experience in a call‑center environment.
• Strong written and verbal communication and rapport‑building skills.
• Comfortable using Microsoft Word, Excel, computer telephony, internet, and other computer tools.
• Desire to help individuals in a positive, meaningful way.
• Proactive, innovative, and driven to succeed.

• Ability to talk and efficiently type while navigating the system.
• Knowledge of Medicare health, prescription drug, vision, and dental enrollments preferred.
• Time‑management and multitasking across functional work.
• On‑camera visibility for meetings, training, or leadership requests.
• Initiative and strong problem‑solving skills.
• Calm and professional demeanor in fast‑paced environment; ability to de‑escalate.
• Effective communication and decision‑making skills.
• Basic troubleshooting and proper resource utilization.
• Attention to detail in insurance or complex information.
• Active listening to verbal and non‑verbal cues.
• Researching options in proprietary Alight tools.
• Confidence and resilience during challenging interactions.
• Accurate documentation of all conversations and actions.
• Performance accountability: manage call volume, meet AHT expectations, maintain low offline time.

• Operates in a heavily regulated, fast‑paced environment selling multiple insurance products.
• Willingness to work any assigned shift, including weekends and possible overtime (7 am‑10 pm CST).
• Flexibility to move between business lines based on needs.
• Call‑center environment with metrics such as attendance, adherence, quality, and productivity; activities include inbound/outbound calls and live chat.

To perform this job successfully, a dedicated quiet home office/workspace with a stable internet connection is needed. A home‑based system test will verify speed and quality (minimum 100 Mbps). The cost for internet or phone services and equipment will not be reimbursed. Alight will provide a laptop, monitor, keyboard, mouse, and headset.

By applying, you acknowledge that any offer will be contingent on a background check in accordance with Alight’s policies. Background checks may include SSN/SIN validation, education and employment verification, criminal checks, global sanctions, credit checks, or drug tests. Virtual interviews will be conducted on video; on‑camera culture may require occasional travel to a physical office.

Alight is committed to fostering an inclusive environment where every employee is valued and supported. We celebrate differences and welcome all individuals regardless of background. Reasonable accommodations for applicants with disabilities will be provided during the hiring process; please contact  for assistance.

Alight is an Equal Employment Opportunity employer and does not discriminate on the basis of sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender identity, genetic information, or any other protected characteristic. In addition, we take affirmative action to employ disabled persons, disabled veterans, and other covered veterans.

Applicants must have work authorization that does not require future visa sponsorship.