Customer Service Representative

Job Summary

Providing Tier 1 support for a variety of customer inquiries, the remote Customer Service Representative will manage account access, log inquiries, and triage requests for health insurance exchanges and related applications.

Key responsibilities

• Answer Tier 1 customer inquiries and provide service desk support for insurance issuers and agents
• Log user inquiries in Service Now and assign them to appropriate internal groups before escalating to Tier 2 support
• Offer general policy information and technical assistance based on guidelines from business owners and Tier 2 teams

Required qualifications

• Minimum of 1 year of experience in a high-volume call center
• Minimum of 1 year of experience using a ticketing system (e.g., ServiceNow, Salesforce)
• Minimum of 1 year of experience with an IVR system (e.g., CXOne, Five9)
• Ability to obtain and maintain a Public Trust clearance
• Must have lived in the United States for 3 out of the past 5 years