[Hiring] Customer Care Representative @AmeriLife

Role Description

Senior Healthcare Direct is a leading Medicare and ancillary call center committed to providing exceptional customer experiences. We are seeking dedicated and passionate individuals to join our dynamic team as Customer Care Representatives.

The Customer Care Representative is responsible for handling inbound calls, researching, and resolving issues, and accurately responding to inquiries presented by applicants, policyholders, agents, or medical providers in a timely and professional manner.

Duties/Responsibilities:

• Handle customer and internal inquiries professionally, accurately, and completely, primarily by phone, while delivering a high level of customer service.
• Utilize internal systems, web-based software, CRM, telephony systems, and other available resources to research information, resolve inquiries, and provide accurate and timely responses.
• Apply strong data-entry and administrative skills to accurately document and maintain customer and business information.
• Apply product knowledge, company policies, procedures, and available resources to effectively address customer needs and determine the appropriate resolution or next steps.
• Accurately identify when a request requires additional assistance or escalation, route the request appropriately, and complete follow-up as needed.
• Maintain a strong working knowledge of company policies, procedures, products, and processes and apply that knowledge consistently in customer interactions.
• Effectively manage challenging customer interactions, de-escalate concerns when possible, and escalate appropriately when additional assistance is required.
• Maintain concise, factual, and objective documentation of customer interactions and actions taken, as applicable.
• Protect confidential customer information and consistently comply with all HIPAA, PHI, and applicable company requirements.
• Meet established Customer Care quality standards and performance expectations while contributing to a positive customer experience and a collaborative team environment.

Qualifications

• Excellent communication skills, both verbal and written
• Strong problem-solving and decision-making abilities
• Empathetic and patient with the ability to handle challenging situations
• Customer-focused mindset with a dedication to delivering exceptional service
• Ability to multitask and work in a fast-paced environment
• Previous customer service experience is a plus

Requirements

• High School Diploma or equivalent
• Proficiency in using Computer Systems and software
• 3-5 years of Customer service experience

Benefits

• A comprehensive benefits package that includes PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance

Work From Home – Requirements

• Reliable Internet Connection: Maintain a stable, high-speed internet connection sufficient to support required business systems, applications, and phone services.
• Company-Provided Equipment: SHD will provide the computer, headset, and required software and systems necessary to perform the essential functions of the position. Employees are responsible for maintaining company-provided equipment in good working condition and promptly reporting technical issues.
• System Accessibility & Security: Maintain the ability to securely access SHD systems, applications, and resources from the remote work environment and comply with all applicable information security, privacy, and data protection requirements.
• Confidential Work Environment: Employees must be able to perform their job responsibilities in an environment that protects customer and company information and prevents unauthorized individuals from viewing, hearing, or accessing confidential information. Employees must maintain a suitable, professional workspace that is quiet, secure, and free from distractions during scheduled work hours.
• Professional Workstation: Maintain a workspace that supports safe and effective performance of job responsibilities, including appropriate seating, desk space, lighting, and workstation setup.