Customer Care Representative I (Winston-Salem, NC)

Customer Care Representative I

Winston-Salem, NC, 27105

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

Onsite Training Schedule

• 16 Weeks duration

• Monday-Friday

• 9:00 AM - 5:30 PM ET

After Training Schedule
Employees will be assigned one of the following schedules:

• Monday-Friday - 10:30 AM - 7:00 PM ET

• Monday-Friday - 11:30 AM - 8:00 PM ET

• Saturday Schedule - Employees will work every Saturday, with one weekday off. (Scheduled hours between 7am - 6pm)

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…