[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.

Work Conditions

• Operate within a heavily regulated industry and a fast-paced/dynamic market environment.
• Ability to work any shift assigned including weekends and possible overtime (7am – 10pm CST).
• Flexibility to move from one line of business to another based on business needs.
• A call center environment with metrics such as attendance, adherence, quality, and productivity.
• A dedicated quiet home office/workspace is needed with a stable internet connection (minimum speed is 100 Mbps).
• Alight Retiree Health Solutions will provide a laptop, additional monitor, keyboard, mouse, and headset.

Application and Interview

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies.

Alight requires all virtual interviews to be conducted on video. Please be aware that Alight is a camera-on culture and may require occasional travel to one of our physical office locations.

Our Commitment to Inclusion

We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive.

Equal Opportunity Policy Statement

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on various protected characteristics.