About role:
This role supports members by delivering clear, accurate, and timely information regarding plan policies, benefits, premium payments, and enrollment inquiries. As a Customer Service Representative, you will handle a high volume of calls, meet strict performance metrics, and ensure a positive experience through effective communication and problem-solving skill. You will be responsible for maintaining accurate member records, resolving concerns before they escalate, and demonstrating strong multitasking abilities in a fast-paced environment.

Responsibilities:

• Communicate plan policies, procedures, and services to members while maintaining complete and accurate knowledge of all plan details.

• Meet call center performance metrics, including answering 80% of calls within 30 seconds, maintaining <5% abandonment rate, and keeping average hold time under 2 minutes.

• Achieve a monthly quality score of 92% or higher within 60 day of floor readiness, following Advocate training and proficiency testing.

• Serve as the primary contact for benefits, premium payments, and enrollment inquiries while ensuring first-contact resolution.

• Verify and update member demographic information and accurately document all inquiries in the system per department standards.

• Assist members with concerns, provide effective resolutions, and prevent escalation to complaint status.

• Utilize appropriate resources to provide accurate benefit information and support member inquiries efficiently.

• Demonstrate strong communication, multitasking, typing, and customer advocacy in a fast-paced environment.

  Salary and Other Compensation:
  The annual [salary/hourly rate] for this position is between $16.00 - $18.00 per hour. Factors which may affect pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.
   
  Benefits:
  The Company offers the following benefits for this position, subject to applicable eligibility requirements:
  [medical insurance], [dental insurance], [vision insurance], [401(k) retirement plan], [life insurance], [long-term disability insurance], [short-term disability insurance],
  [paid parking/public transportation], [Paid time off], [Days/hours of paid sick and safe time], [Days/hours of paid vacation time], [Weeks of paid parental leave], [Paid holidays annually], [any additional benefits applicable].