Customer Service Agent- Virtual - Temporary

Overview

Alight Retiree Health Solutions is a business unit within Alight that assists Medicare eligible retirees in selecting appropriate Medicare health plans. A Sales and Service Customer Service Agent may handle any customer who does or does not have an enrollment with Alight Retiree Health Solutions or one of the Carriers we represent. Successful CSA’s have a basic Medicare understanding. The Customer Service Agent responsibilities may include, but are not limited to, making outbound calls and inbound calls to confirm/schedule/reschedule appointments with a licensed agent, answering inbound phone calls pertaining to the status of an application or general customer inquiries, educating members on benefit options that MAY be available, respond to instant live chat requests from customers and assisting customers with website navigation and self-service options. A CSA will be an empathetic, patient, and honest individual, who is performance driven and thrives in a challenging and ever-changing industry.

Job Responsibilities:

• Provide world class experience to our customers/members

• Ability to make outbound and inbound calls through the duration of assigned shift

• Provide accurate and complete information to customers/members

• Capable of active listening when engaging with customers/members, especially when they are asking questions about the reason for our call

• Ability to clearly communicate – BOTH written and verbally

• Absorb general knowledge of the Medicare healthcare industry, prescription drug plan, vision, and dental enrollments to ensure effectiveness when engaging and educating our customers/members

• Absorb new information and have the flexibility to adapt to new processes rapidly

• Comfortable with taking escalated calls w/ a customer/member in a calm and professional demeanor – if the time arises

• Ability to accept constructive criticism to ensure their success

• Meet and/or exceed key performance indicators

• Deliver a consistently positive and motivating attitude daily; always giving your best effort

Required Experience:

• High school degree or equivalent.

• 1+ years’ customer service experience in a call center environment

• Strong written and verbal communication and rapport building skills

• Experience and general comfort level usingMicrosoft Word, Excel, computer telephony, internet, and computer tools

• Desire to help individuals in a positive and meaningful way

• Proactive, innovative, and driven to succeed

To be successful, you will need the following skills:

• Possess ability to talk and efficiently type and navigate the system simultaneously

• Knowledge of Medicare health, prescription drug plan, vision, and dental enrollments preferred

• Time management skills and ability to multitask across multi-functional work

• On camera visibility during any meetings, training, or per leadership request

• Takes initiative and demonstrates strong problem-solving skills

• Proven success in maintaining a calm and professional demeanor in a fast-paced business environment; able to deescalate

• Effective communication and decision-making skills

• Ability to perform basic troubleshooting steps and utilize resources properly

• Aptitude for understanding details of insurance or complex information

• Actively listening to participants to understand both verbal and non-verbal cues

• Researching options in proprietary Alight tools

• Demonstrating sustained confidence and resilience during challenging interactions

• Fully and accurately documenting all conversations and actions taken on each interaction

• Performance accountability: Effectively manage call volume, meet AHT expectations, and maintain low offline time to ensure productivity and efficiency

Work Conditions

• Operate within a heavily regulated industry and a fast-paced/dynamic market environment which includes but is not limited to selling multiple insurance products

• Ability to work any shift assigned including weekends and possible overtime (7am – 10pm CST)

• Flexibility to move from one line of business to another based on business needs, which may include shifting from a single carrier to a multi carrier work environment

• A call center environment with metrics such as attendance, adherence, quality, and productivity Activities will include outbound/inbound calls and could include live chat

To perform this job successfully, a dedicated quiet home office/workspace is needed with a stable internet connection. A home-based system test will be required to ensure speed and quality match company requirements (currently minimum speed is 100 Mbps). The cost for internet and/or phone services and equipment will not be reimbursable. Alight Retiree Health Solutions will provide a laptop, additional monitor, keyboard, mouse, and headset.

Application and Interview

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum :

35,360.00 USD

Maximum :

35,360.00 USD

Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: Wellbeing and Benefits Selector Page - Alight

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.