Customer Care Representative ; Norfolk, VA

Position: Customer Care Representative I (Norfolk, VA)
Anticipated End Date:

Position Title:

Customer Care Representative I (Norfolk, VA)

Job Description:

Customer Care Representative I

Norfolk, VA, 23230

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.

Start date:

9/14/2026

* Training hours: 8am - 5 pm EST

* 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 I is responsible for successfully completing the required basic training. Able to perform basic job functions with help from co-workers, specialists and managers on non-basic issues. The positions requires that you must pass the appropriate pre-employment test battery.

How you will make an impact:

* Responds to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.

* 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.

* Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature.

* Uses computerized systems for tracking, information gathering and troubleshooting.

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

* 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 and previous 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 individual able to multi-task, navigating multiple computer applications and working efficiently while communicating and serving the customer preferred.

* Have a strong work ethic and sense of responsibility to your teammates and our members, demonstrated by the simplest things like being…