Customer Care Representative II; Las Vegas, NV

Position: Customer Care Representative II (Las Vegas, NV)
Anticipated End Date:

Position Title:

Customer Care Representative II (Las Vegas, NV)

Job Description:

Customer Care Representative II

Las Vegas, NV, 89169

Location:

This role requires associates to work from the posted locations full-time, enabling consistent face-to-face collaboration, teamwork, and direct engagement. This policy promotes an environment built on in-person interaction, communication, and immediate support.

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law.

This position will have on-site training Monday
-Friday for the first 8 weeks, onsite post training (Nesting) for additional 6 weeks and 60 days after Nesting. You must have 100% attendance during the full 8 weeks of training.

Start date:

8/31/2026.

Start date:

8/31/2026

* Training hours: 8am - 5 pm PST

* Post Training:
Ability to work any 8-hour shift M-F between 8am and 8pm PST, possible weekend OT as needed

The Customer Care Representative II is responsible for responding to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims. Proficient in all basic customer service areas performs some but not all types of moderately complex function.

How you will make an impact:

* Analyzes problems and provides information/solutions.

* Operates a PC/image station to obtain and extract information.

* Documents information, activities and changes in the database.

* Thoroughly documents inquiry outcomes for accurate tracking and analysis.

* Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.

* Researches and analyzes data to address operational challenges and customer service issues.

* Provides external and internal customers with requested information.

* Proficient in all basic customer service functions.

* Receives and places follow-up telephone calls / e-mails to answer customer questions.

* Outbound calls are conducted in the Zip Drug business are.

* Inquiries may also be on a walk-in basis.

* May require deviation from standard practices and procedures with the assistance of a computerized system.

* Seeks, understands and responds to the needs and expectations of internal and external customers.

* Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.

* Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment.

* Strong verbal and written communication skills, both with virtual and in-person interactions.

* Attentive to details, critical thinker, and a problem-solver; demonstrates empathy and persistence to resolve caller issues completely.

* Comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts.

* Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary.

* Performs other duties as assigned.

Minimum Requirements:

* HS diploma or equivalent.

* Minimum of 1 year of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities and Experiences:

* The majority of each day will be spent on the phone. Ability to work from home with hard-wired internet access and a quiet and private workspace strongly preferred.

* A passion for serving others with the ability to be empathetic and the desire to go above and beyond to help resolve members questions at the first point of contact preferred.

* A customer advocate willing to listen and find creative solutions to address and resolve customers questions, issues or concerns preferred.

* A composed…