Customer Care Representative II, III

Title

Customer Care Representative II, III

Columbus, GA

This role requires associates to work from the posted locations full‑time, enabling consistent face‑to‑face collaboration, teamwork, and direct engagement.

Hybrid/virtual work is not allowed; candidates not within a reasonable commuting distance from the posting location(s) will not be considered, unless accommodation is granted as required by law.

• On‑site training:
  Monday‑Friday for the first 8 weeks; post‑training (nesting) for an additional 6 weeks; 100% attendance required.
• Training hours: 8:00 am – 5:00 pm EST.
• Post training:
  Ability to work any 8‑hour shift, Monday‑Friday, 8 am – 11 pm EST, with possible weekend overtime as needed.

• Analyze problems and provide information or solutions.
• Operate a PC / image station to obtain and extract information; document information, activities, and changes in the database.
• Thoroughly document inquiry outcomes for accurate tracking and analysis.
• Develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
• Research and analyze data to address operational challenges and customer service issues.
• Provide external and internal customers with requested information.
• Proficient in all basic customer service functions.
• Receive and make follow‑up telephone calls / emails to answer customer questions.
• Conduct outbound calls for the Zip Drug business.
• Address inquiries that may also be on a walk‑in basis.
• May require deviation from standard practices and procedures with the assistance of a computerized system.
• Seek, understand, and respond to the needs and expectations of internal and external customers.

• High‑school diploma or equivalent.
• Minimum of 1 year of experience in an automated customer service environment (CCR II) or 3 years (CCR III); or equivalent education and experience.

• Ability to work from home with hard‑wired internet access and a quiet, private workspace strongly preferred.
• Empathy and desire to go above and beyond to help resolve members' questions at the first point of contact.
• Customer advocate willing to listen and find creative solutions to address and resolve customer questions, issues, or concerns.
• Multiple‑tasking ability while navigating multiple computer applications.
• Strong work ethic and sense of responsibility toward teammates and members—demonstrated through punctuality, accountability, and follow‑ups.
• Flexible and quick learner willing to adapt to changing customer and business needs.
• Associate in the role to have strong oral, written, and interpersonal communication skills; problem‑solving, facilitation, and analytical skills.

• Career path with opportunity for growth.
• Ability to obtain an Associate’s or Bachelor’s degree or further education with tuition reimbursement.
• Affordable health insurance, dental, vision, and basic life coverage.
• 401(k) match, paid time off, holiday pay.
• Annual incentive bonus and annual increases plan based on performance.

• Job level:
  Non‑Management, Non‑Exempt.
• Work shift:
  
  1st Shift (United States).
• Job family: CUS >
  Care Reps.

Elevance Health is an Equal Employment Opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws.

Applicants who require accommodation to participate in the job application process should submit the Accessibility Accommodation Request Form. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.