Experienced Full Stack Contact Center Agent – Customer Service Representative (Remote)
Are you a highly motivated and customer-focused individual looking for a challenging and rewarding role in a dynamic team? Do you have a passion for delivering exceptional customer service and a strong desire to grow your career in a rapidly evolving industry? If so, we invite you to join blithequark's 2024 Summer Contact Center Agent Class as a Full Stack Contact Center Agent – Customer Service Representative.
About blithequark
blithequark is a leading provider of innovative healthcare solutions, dedicated to delivering high-quality services to our members and providers. As a remote Contact Center Agent, you will be part of a dynamic team that is committed to excellence, innovation, and customer satisfaction. Our team is passionate about making a positive impact on the lives of our members and providers, and we are seeking like-minded individuals to join our mission.
About the Role
As a Full Stack Contact Center Agent – Customer Service Representative, you will be responsible for providing exceptional customer service to our members and providers through phone, email, and chat interactions. You will be the primary point of contact for our customers, responding to their inquiries, concerns, and questions about our insurance coverage and products. You will also be responsible for resolving customer issues, navigating through automated information systems, and performing research to provide accurate and timely responses.
Key Responsibilities
* Interact with members and providers by phone, email, and chat to provide information in response to inquiries, concerns, and questions about insurance coverage and products
- Transfer calls from members and providers to the appropriate department
- Follow-up on inquiries and complaints that have not been resolved
- Interact with customers to provide information in response to inquiries about products and services
- Perform research on billing inquiries and claims to provide payments and refunds
- Act as a liaison between various departments to address concerns
- Identify, research, and resolve customer issues using the computer system
- Follow-up on customer inquiries not immediately resolved
- Research member/provider billing and claims issues
- Research payment and refund issues
- Handle and resolve customer complaints
- Ability to navigate through automated information systems to analyze the caller's situation
- Ability to perform in a fast-paced, changing environment
- Speaks in a way the customer can understand
- Serves as liaison between the customer and various departments
- Other duties as assigned by the management team related to job functions
Work Environment and Schedule
As a remote Contact Center Agent, you will have the flexibility to work from the comfort of your home. You will be required to work a minimum of 20 hours per week, with the possibility of overtime as needed. Your work schedule will require availability for any shift between 8 am to 8 pm EST, including weekends and holidays as needed, to meet our business demands. You will also be required to participate in a 6-week paid virtual training program, which is classroom-based and scheduled between 9:30 am to 5:30 pm EST, Monday through Friday, depending on the required shift.
Benefits and Compensation
As a Contact Center Agent with blithequark, you will receive a competitive salary and benefits package, including:
- Competitive salary range: $34,091 - $52,000, depending on location and experience
- Overtime pay
- Quarterly bonuses averaging $1,100 every three months
- Comprehensive benefits package, including medical, dental, and vision coverage
- Flexible reimbursement accounts
- Employee assistance plan
- Healthfirst 401(k) plan
- And much more!
Qualifications and Requirements
To be successful in this role, you will need to possess the following qualifications and requirements:
- High School Diploma or GED
- Work experience in a face-to-face or call center environment
- Experience multitasking between programs and completing required data entry of client demographics or client look-up systems while talking to customers
- Work experience using a corporate email system
- Experience navigating through system applications on a desktop computer or laptop
- Adapt to a fast-paced and ever-changing environment
- Flexibility to work evening and weekends due to business needs
Preferred Qualifications
* HIGHLY preferred: Ability to proficiently read, write, and speak English and either Russian, Mandarin, Cantonese, or Spanish
- Healthcare industry work experience
- Call center experience in a metrics-driven environment
- Previous healthcare work experience interacting with members and/or providers
Career Growth Opportunities
As a Contact Center Agent with blithequark, you will have opportunities to grow your career in a rapidly evolving industry. You may have the opportunity to move into performance support, Senior Agent roles, people leader roles, business analytics, workforce effectiveness, and other areas.
How to Apply
If you are a motivated and customer-focused individual looking for a challenging and rewarding role in a dynamic team, we invite you to apply for the Full Stack Contact Center Agent – Customer Service Representative position at blithequark. Please visit our website to submit your application and join our team of dedicated professionals. Apply Now! Apply for this job