Eligibility Screening Services Representative- Onsite

Job Summary:

The schedule for this position is Tuesday‑Saturday 9:30 am‑6:00 pm. The Eligibility Screening Services representative serves as the initial point of contact for customers, addressing inquiries, resolving issues, and delivering high‑quality service to ensure a positive customer experience. This entry‑level role requires excellent communication skills, attention to detail, and the ability to manage a variety of customer requests through multiple channels, including phone, email, and chat.

The Representative works in a performance‑driven environment, adhering to established service metrics and standards, while collaborating with other departments to ensure timely and effective resolution of customer concerns.

• Respond to customer inquiries through phone, email, chat, or other communication channels, providing accurate and timely information.
• Clarify and resolve customer issues by identifying their needs, determining root causes, and implementing effective solutions.
• Escalate complex or unresolved issues to appropriate team members or departments, ensuring prompt follow‑up and resolution.
• Provide triage support for common issues related to platforms, applications, and back‑office processes.
• Document all interactions accurately and thoroughly in the customer relationship management (CRM) system, ensuring detailed records of inquiries and resolutions.
• Adhere to quality standards and key performance indicators (KPIs), including productivity, response times, and customer satisfaction ratings.
• Deliver exceptional customer service by maintaining professionalism, patience, and a customer‑focused attitude in all interactions.
• Contribute to a team‑oriented work environment by sharing insights, offering assistance, and collaborating effectively with peers and supervisors.
• Perform other duties as assigned.
• Maintain regular and reliable attendance.
• Comply with all policies and standards.

• H.S. Diploma or GED required.
• Associate Degree or some college coursework in a related field preferred.
• 1‑2 years of customer service experience required, preferably in a call center or help desk environment.
• Familiarity with CRM software and customer service tools preferred.

• Strong verbal and written communication skills, with the ability to clearly convey information and resolve customer concerns.
• Proficient in using computer systems, including Microsoft Office Suite and CRM platforms.
• Excellent problem‑solving and critical‑thinking abilities.
• Ability to manage multiple tasks and prioritize effectively in a fast‑paced environment.
• Detail‑oriented with a strong focus on accuracy and quality.
• Demonstrated ability to work independently and as part of a team.
• Strong interpersonal skills and the ability to build rapport with customers and colleagues.