[Hiring] Customer Service Agent @Alight Solutions

Role Description

Alight Retiree Health Solutions is a business unit within Alight that assists Medicare eligible retirees in selecting appropriate Medicare health plans. A Sales and Service Customer Service Agent may handle any customer who does or does not have an enrollment with Alight Retiree Health Solutions or one of the Carriers we represent.

Successful CSA’s have a basic Medicare understanding. The Customer Service Agent responsibilities may include, but are not limited to:

• Making outbound calls and inbound calls to confirm/schedule/reschedule appointments with a licensed agent.
• Answering inbound phone calls pertaining to the status of an application or general customer inquiries.
• Educating members on benefit options that MAY be available.
• Responding to instant live chat requests from customers.
• Assisting customers with website navigation and self-service options.

A CSA will be an empathetic, patient, and honest individual, who is performance driven and thrives in a challenging and ever-changing industry.

Qualifications

• Reside in the United States.
• High school degree or equivalent.
• 1+ years’ customer service experience in a call center environment.
• Strong written and verbal communication and rapport building skills.
• Experience and general comfort level using Microsoft Word, Excel, computer telephony, internet, and computer tools.
• Desire to help individuals in a positive and meaningful way.
• Proactive, innovative, and driven to succeed.

Requirements

• Possess ability to talk and efficiently type and navigate the system simultaneously.
• Knowledge of Medicare health, prescription drug plan, vision, and dental enrollments preferred.
• Time management skills and ability to multitask across multi-functional work.
• On camera visibility during any meetings, training, or per leadership request.
• Takes initiative and demonstrates strong problem-solving skills.
• Proven success in maintaining a calm and professional demeanor in a fast-paced business environment; able to deescalate.
• Effective communication and decision-making skills.
• Ability to perform basic troubleshooting steps and utilize resources properly.
• Aptitude for understanding details of insurance or complex information.
• Actively listening to participants to understand both verbal and non-verbal cues.
• Researching options in proprietary Alight tools.
• Demonstrating sustained confidence and resilience during challenging interactions.
• Fully and accurately documenting all conversations and actions taken on each interaction.
• Performance accountability: Effectively manage call volume, meet AHT expectations, and maintain low offline time to ensure productivity and efficiency.

Benefits

• Comprehensive total rewards package.
• Health, dental, and vision coverages starting Day One.
• Wellbeing programs.
• Retirement plans with contribution matching.
• Generous time off and parental leave.
• Continuing education and career growth opportunities.
• Flexible working arrangements.