Contact Center Representative

Job Summary

Working remotely, the full-time Contact Center Representative will serve as a primary contact for members by delivering personalized information and guidance, resolving transactions, and enhancing member understanding of available offerings.

Key Responsibilities

• Respond to member inquiries with accurate information and support across products, policies, and procedures
• Research and resolve member transactions, determining eligibility and communicating outcomes within established guidelines
• Monitor and follow up on client issues, escalating cases as needed and utilizing de-escalation techniques to ensure a positive member experience

Required Qualifications

• High school diploma or equivalent required; associate degree preferred
• 2 years of experience in a dynamic customer service environment
• Telephonic customer service experience preferred
• Demonstrated ability to handle high-volume inquiries across multiple communication channels
• Proven problem-solving and research skills to effectively resolve member issues