Customer Service Representative

Role Overview

Client Customer Service Representatives serve participants via telephone and email by gathering information, addressing issues, and providing first-contact resolution. In this role, you will assist users with portal navigation, registration/login troubleshooting, and completing health surveys, ensuring a professional and service-oriented experience on every interaction.

Key Responsibilities

• Deliver high-quality customer service through inbound phone calls and assigned email queues.
• Troubleshoot registration, login, and private portal navigation issues.
• Guide participants through portal applications and assist them in completing the Client Health Survey by phone.
• Educate participants on platform tools to prevent repeat inquiries and accurately document all interactions.
• Collaborate with Account Management to escalate complex or non-routine issues.
• Perform additional job-related duties and tasks as assigned.

Qualifications & Requirements

• Education: High School Diploma or GED equivalent required.
• Experience: 1–3 years of experience in a technical call center environment or transferable customer support role preferred.
• Technical Skills: Proficiency in standard computer software, specifically MS Word and MS Excel.
• Communication: Strong verbal and written communication skills with a pleasant, professional telephone demeanor.
• Core Competencies: Detail-oriented, active listening, and strong one-call problem-resolution skills.
• Screening: Successful completion of a background check and drug screen.

Work Schedule & Attendance Expectations

• Training (Mandatory): Full-time onsite training from Monday, September 21, 2026 – October 2, 2026 (8:30 AM – 5:00 PM). Full attendance is required.
• Onboarding Phase: Employees will work fully onsite for the first 3–4 weeks post-training to ensure operational readiness before transitioning to hybrid work.
• Hybrid Model: Regular weekly schedule requires ~2 days/week onsite (reliable transportation required; must reside within a 1-hour commute). The office remains open full-time for those preferring an onsite workspace or experiencing home internet issues.
• Flexibility: Must be willing to work assigned, permanent shift schedules and overtime as business needs require.