Customer Service Representative

Position: Customer Service Representative - 260216

Employment Type: Full-Time, Contract-to-Hire

Location: 100% Remote (Work from Home)

Work Schedule: Monday – Friday, 8:30 AM – 5:30 PM

Compensation: $17.50 – $18.00 per hour (Spanish bilingual employees at $18.50/hr)

Position Summary

The Member Service Specialist delivers front-line telephone and digital support to members and healthcare providers regarding supplemental dental and health benefit plans. This position manages inbound and outbound inquiries, assists with benefit navigation, resolves billing concerns, and documents interactions within internal CRM platforms.

The role begins with a structured 6-week remote onboarding program consisting of 4 weeks of formal classroom training and product education, followed by 2 weeks of live call nesting with real-time leadership support. Computer equipment is provided by the company.

What You’ll Do

• Answer Member Inquiries: Take inbound calls and chats from members and dental/health providers regarding coverage, claims status, and plan updates.
• Help People Maximize Their Benefits: Walk members through their plan details so they understand their coverage before visiting a doctor or dentist.
• Problem-Solve & De-escalate: Turn stressful situations around for members dealing with confusing bills or policy questions with empathy and patience.
• Keep Accurate Records: Document call summaries and account updates clearly in our system while on the phone.

Who Excels Here

You don't need years of corporate insurance experience. Some of our highest performers come from retail management, dental/medical office front desks, and emergency dispatch. You'll excel if you are:

• Calm Under Pressure: You don't take an upset caller's frustration personally and can steer tense conversations back on track.
• Receptive to
  
  Coaching:
  
  You want to improve, welcome constructive feedback, and enjoy learning.
• Skilled Multitaskers: You can listen, speak clearly, type notes, and toggle between a few windows on your screen at once.
• Dependable: You show up on time, stick to your shift, and take pride in being reliable.

What You’ll Need

• 1–2+ years of customer service experience (call center, healthcare/dental office, hospitality, or dispatch).
• Strong verbal and written communication skills
• Comfort navigating standard computer programs (Outlook, Word, Teams).
• A quiet, private room in your home with a reliable high-speed internet connection, free from background noise and distractions.