[Hiring] Customer Service Representative @Carrie Rikon & Associates

Role Description

We are currently seeking a long-term, full-time Customer Service Representative to join our team. This is a fully remote position, and you may live anywhere in Florida.

• Provide comprehensive assistance to callers with inquiries related to their employer's benefit programs.
• Support members in filing claims, setting up direct deposits, and issuing new vendor cards.
• Update and maintain member demographic information across internal and external systems.
• Capture and advise on plan elections, helping employees understand and fully utilize their benefits.
• Conduct provider searches and enroll dependents, ensuring a seamless benefits experience for all members.
• Act as a liaison for escalated issues, working closely with Account Managers to resolve complex inquiries.
• Manage a high volume of calls while employing de-escalation techniques and striving for first-call resolution.
• Maintain detailed call logs to ensure thorough follow-up and timely resolution of member inquiries.
• Participate in outreach campaigns, fostering strong relationships with clients and their employees.
• Collaborate with a team of Account Specialists and Managers to monitor and resolve pending eligibility issues.

Qualifications

• Must be fluent in both Spanish and English (spoken and written).
• Previous customer service experience is required.
• Healthcare industry experience is a plus, but not required.
• Exceptional communication skills with the ability to clearly and empathetically assist callers.
• Basic understanding of employee benefits, insurance terminology, and related products/services.
• Proficiency with computer systems, including CRM platforms, Microsoft Office Suite, and the ability to learn new software quickly.
• Experience using standard office equipment and technologies (fax, copier, postage machines).
• Ability to manage a high volume of calls, especially during peak periods, while maintaining a positive and professional demeanor.
• A team player who thrives in a collaborative environment but is also able to work independently.

Requirements

• Customer service experience is required.
• Healthcare industry experience is a plus, but not required.

Benefits

• Competitive hourly pay.
• Medical Insurance, Mental Health Benefits, and Pharmacy Benefits.
• Opportunities for professional growth and development within a supportive and dynamic team.
• A culture that values work-life balance while providing the flexibility of working remotely.
• The opportunity to make a meaningful impact by helping employees better understand and maximize their benefits.