Customer Service Representative

Position Summary

Key Responsibilities

• Conduct outbound outreach and respond to member inquiries with professionalism, compassion, and respect.
• Build trust through active listening, empathy, and patience while assessing members' needs and concerns.
• Research and connect members with local resources related to food assistance, housing, utilities, financial support, and other community services.
• Provide timely follow-up to ensure members receive the support and information they need.
• Advocate for members by helping them navigate available resources and overcome barriers to care.
• Effectively utilize multiple systems and tools, including working across multiple monitors, to document interactions and manage member support activities.
• This position is ideal for individuals who are passionate about helping others, creating positive member experiences, and making a meaningful impact in their communities.
• Required Qualifications
• 1+ year of customer service experience, with proven customer service skills.
• Excellent computer skills, including typing proficiency, multi-tasking between online applications, and multiple screens. Working knowledge of Microsoft© products (Outlook, Excel, folders)
• Ability to regularly access a designated workspace free from noise and other distractions.
• High-speed internet with the ability to hardwire via ethernet from cable modem to PC.

Preferred Qualifications

• Bilingual preferred and able to pass language certification, if bilingual.
• 1+ year of experience in a call center setting, specifically related to inbound/outbound calls.
• Knowledge of Medicaid, specifically related to communicate source navigation.
• Strong communication skills (oral and written).
• Strong analytical and problem-solving skills.
• Active listening proficiency.
• Ability to be receptive to feedback and to embrace continuous improvement.
• Positive attitude and strong interpersonal skills.
• Ability to display empathy towards customers’ needs and concerns
• Desire to contribute to building a positive team spirit.
• Education
• High school diploma or GED.
• Qualified new hires are eligible for a $2,000 sign-on bonus after 9 months of service. Must remain continuously employed for a minimum 12 months.

Pay Range

• The typical pay range for this role is:
• This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.
• Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

• We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
• Additional details about available benefits are provided during the application process and on Benefits Moments .
• Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.