Customer Service Represenative

Customer Service Representative (Healthcare Call Center) Position Overview

• We are seeking dedicated and customer-focused professionals to join a high-volume healthcare call center team. This role is responsible for assisting members, beneficiaries, and customers with inquiries related to healthcare benefits, pension plans, disability programs, and other financial-related services.
• Successful candidates will be comfortable handling a large volume of inbound calls while providing exceptional customer service and accurately documenting interactions.
• This is an excellent opportunity to join an organization known for its employee retention, supportive culture, comprehensive benefits upon permanent hire, and strong commitment to employee engagement.

• Handle a high volume of inbound customer service calls, averaging 100-150 calls per day
  .
• Provide accurate information regarding healthcare plans, pension plans, disability benefits, and related services.
• Answer and direct incoming calls in a high-volume call center environment.
• Deliver exceptional customer service while following established scripts and procedures.
• Accurately document customer interactions and update records in internal databases while on calls.
• Research customer inquiries and provide timely, professional resolutions.
• Maintain confidentiality and compliance when handling sensitive customer information.
• Perform data entry and clerical support tasks as assigned.
• Demonstrate professionalism, empathy, and strong communication skills in every interaction.

• 1-3 years of healthcare call center experience
• Experience working in a high-volume call center environment
• Ability to handle large call volumes while maintaining quality and productivity standards
• Strong data entry and multitasking skills
• High School Diploma or GED
• Excellent verbal communication and customer service skills
• Flexibility to work an 11:00 AM to 8:00 PM shift after training
• Willingness to work occasional Saturdays as business needs require

• Customer support experience
• Medical customer service experience
• Healthcare customer service experience
• Experience working with healthcare benefits, insurance, disability, or pension-related inquiries

• Monday through Friday
• 8:00 AM - 4:30 PM or 9:00 AM - 5:30 PM

• Must be available to work 11:00 AM - 8:00 PM
• Call center operating hours are 8:00 AM - 8:00 PM
• Occasional Saturday shifts may be required
• Candidates must be flexible to work within business operating hours

• Collaborative call center environment with approximately 25-30 Customer Service Representatives supporting Pension, Healthcare, and Financial segments
• Additional team of Appeals Customer Service Representatives
• Union-based workplace
• Results-oriented leadership with a supportive and relaxed atmosphere
• Family-oriented culture that values teamwork and employee development
• Strong leadership support and accessible management team
• Stable organization with exceptionally low turnover compared to traditional call center environments

• Union pension benefits
• Comprehensive healthcare benefits
• Salary increases and advancement opportunities
• Paid vacation time
• Employee bonuses

• Weekly employee celebrations and recognition events
• Company-sponsored charitable and community involvement opportunities
• Customer Service Week celebrations featuring catered lunches, games, and team-building activities
• Long-tenured workforce with many employees remaining with the organization for 15-30 years
• Strong culture focused on employee engagement and appreciation

The pay range for this position is $21.00 - $21.00/hr.

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or…