Customer Service Advisor; Alabama residents

Customer Service Representative

This is a work-from-home customer service role in a structured contact center environment.

You'll spend most of your day handling health insurance questions from customers, health care providers and beneficiaries via phone and email, including benefits, eligibility and payments.

You'll need to listen carefully, empathize and evaluate each situation to determine next steps – while staying calm and focused across interactions.

During calls, you'll navigate multiple computer systems and resources to resolve questions, communicating in a courteous, personable and professional way.

This position starts at $14 per hour.

• Full-time role with benefits
• Paid time off
• Training provided
• Leadership development program available
• Team environment with access to experienced coworkers

• Steady call volume:
  Calls come in consistently throughout your shift with limited downtime.
• Emotionally demanding moments:
  You'll support customers through a range of feelings and situations with patience, empathy and professionalism.
• Monitored environment:
  Calls may be recorded and reviewed for quality and compliance.
• Repetitive work:
  You'll follow the same processes and have similar conversations throughout the day.
• Set schedules:
  Schedules are assigned and flexibility is limited – best for someone who values consistency and reliability.
• Documentation required:
  You'll record details during and after each interaction.
• Multiple channels:
  Phone is primary, with email support as needed.

People who tend to do well in this role stay patient and emotionally steady over time, even when the work is repetitive and the pace is consistent.

• Research and handle questions about benefits, eligibility, payments, quality-of-care concerns and other issues
• Provide accurate information to customers, managers and clients
• Create and send status updates or service recovery communications
• Route or escalate inquiries when needed
• Explain policies, procedures and benefit details
• Document each interaction clearly in the tracking system
• Offer timely and accurate solutions through inbound and outbound conversations (e.g., phone calls, chats, emails) while keeping a positive and upbeat attitude

Required Skills

• Clear written and verbal communication
• Able to review in-depth info and reach logical conclusions
• Basic math skills (for payment-related questions)
• Empathy and dependability
• Strong listening, organization, multitasking and time management
• Ability to work in a changing environment
• Basic computer skills, including Microsoft Office
• Typing speed of 30+ words per minute

Eligibility Requirements

• Must have the ability to pass a pre-employment background check and drug screen
• High school diploma or equivalent
• 2+ years of customer service experience (call center, retail, restaurant/fast food, hotel, or any role where you regularly worked with customers)
• Availability within operating hours:
• Monday - Friday | 8 a.m.
  
  - 9 p.m. Eastern time (7 a.m.
  
  - 8 p.m. Central / 6 a.m.
  
  - 7 p.m. Mountain / 5 a.m.
  
  - 6 p.m. Pacific)
• Possible weekends (from October through March)
• (shifts are assigned based on schedule bid using performance metrics)
• Reliable attendance and ability to follow a set schedule (queues are time-sensitive)

Nice to Have

• Experience with medical claims reimbursements or billing
• Familiarity with health insurance terminology
• Understanding of health care policies, procedures, applicable certificates and riders, and benefits as related to inquiry processing
• Knowledge of customer service practices

Remote Work Requirements

• Alabama resident
• Secluded, distraction-free workspace
• Internet requirements:
• High-speed internet from a wired provider (cable or fiber)
• Your computer must be connected to your modem/router using an Ethernet cable*
• Wireless, 5G and satellite internet aren't supported

* Morley provides a six-foot Ethernet cable with the equipment for this role. If you need a longer cable for your setup, you will need to supply it.

At Morley, your paycheck is just the start – add in health coverage, wellness resources and financial benefits, and you get a total compensation package designed to support…