Job Description
Job DescriptionCustomer Service Representative (CSR)Role Summary
Are you an empathetic, solutions-oriented communicator who loves helping others and resolving questions with care? We are seeking a dedicated Customer Service Representative (CSR) for a full-time contract position.
In this essential support role, you will serve as the primary voice and frontline ambassador for our participants, families, and partners. You will handle a high volume of inbound inquiries, resolve service issues, route complex requests to the appropriate internal teams, and accurately log every interaction in our system. If you thrive in a fast-paced environment, possess exceptional listening skills, and are passionate about delivering an outstanding service experience, we invite you to join our team.
Duties & ResponsibilitiesInbound Support & Inquiry Resolution
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Frontline Communication: Answer high-volume inbound phone calls, emails, or digital inquiries professionally, establishing a warm and reassuring connection with every caller.
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Problem Solving: Listen actively to identify the root cause of a customer's inquiry, navigate internal resources to find answers, and deliver clear, accurate solutions.
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Request Escalation: Efficiently triage complex issues, routing specialized questions regarding billing, clinical care, or scheduling to the appropriate supervisor or department head.
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Information Provision: Guide callers through general program details, verify standard enrollment timelines, and provide clear directions or instructions within approved guidelines.
Account Documentation & Compliance
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Data Integrity: Create and maintain precise, real-time documentation of all participant interactions, complaints, resolutions, and follow-up tasks within our customer relationship management (CRM) database.
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Follow-Up Management: Track pending customer inquiries that require callbacks or research, ensuring resolutions are communicated within established service level agreements (SLAs).
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Confidentiality: Protect customer privacy by strictly verifying account information and handling data in accordance with internal security protocols and HIPAA regulations.
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Other duties as assigned.
Required QualificationsExperience & Skills
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Customer Support Experience: Minimum of 1-2 years of experience in a customer service, call center, or public-facing administrative role.
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Communication Excellence: Outstanding verbal and written communication skills with a proven ability to articulate information clearly, audibly, and empathetically.
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Technical Proficiency: Comfortable utilizing multi-line phone systems, navigating CRM software, and using standard business tools like Microsoft Office (Word, Outlook, Excel).
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Adaptability: Demonstrated ability to multi-task, manage time effectively, and maintain a calm, professional demeanor during high-volume periods or challenging customer interactions.
Education & Compliance
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Education: High school diploma or equivalent baseline requirement.
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Cultural Competency: Experience and comfort interacting with individuals from highly diverse cultural, linguistic, and socioeconomic backgrounds.
Desired Qualifications
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Language Skills: Bilingual verbal and written fluency in English and Spanish or another regional language is highly preferred.
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Healthcare Context: Prior experience working in a medical front office, healthcare call center, or health insurance environment is a strong plus.
Location and Work Type
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Work Type: Full-Time Contract Position (40 hours per week).
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Work Setting: Operations or call center environment (specific location details to be finalized upon placement).
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Schedule: Standard daytime hours, Monday through Friday