Federal Employee Insurance Customer Service Agent

Overview

Are you passionate about helping people and delivering exceptional customer service? Join our team as a Federal Employee Insurance Customer Service Agent and play an important role in supporting individuals as they navigate their insurance benefits and enrollment options.

In this position, you'll be the trusted voice our customers turn to for assistance. You'll handle inbound and outbound calls, answer questions, resolve concerns using web-based systems, and provide a positive experience with every interaction. If you enjoy helping others, learning new systems, and working in a fast-paced environment, we'd love to meet you!

Pay: $15.25 per hour PLUS $4.93 health and welfare stipend ($20.18 per hour)

Training: We provide comprehensive, paid training to help you succeed in the role.

• Training is expected to last approximately one week.
• Attendance for all scheduled training sessions is required. (Missing time will result in removal from the program)
• Consistent attendance and punctuality are essential for successful completion of training.

Schedule: Monday through Friday, 8:00 AM – 9:00 PM EST

Schedules are provided weekly and may vary based on business needs. This means you may have opportunities for additional hours during peak periods.

• Minimum schedules may be as low as 24 hours per week
• Additional hours may be available during periods of increased demand
• Shift lengths and start/end times may vary
• Extended shifts may be offered during peak enrollment periods

Military veterans and military spouses bring essential experience to our workforce, and we invite them to apply

Qualifications

• High School Diploma or GED
• Prior call center or customer service experience highly desired
• Effective verbal and written communication skills
• Ability to multi-task
• Exceptional computer and navigation skills including dual monitors, using multiple tabs, and locating information within databases
• Ability to sit for extended periods of time
• Use of webcam during training and production
• Ability to successfully pass a background investigation and drug screen
• Must successfully pass preemployment criteria testing and internet speed test

Candidates must meet the following requirements to work from home:

• Enclosed and secure work area with zero distractions
• Must have the ability to provide a non-cellular high speed internet service such as Fiber, DSL, or cable modems for a home office.
• Must be able to meet the minimum internet speed requirements of the program.
• Hotspots, satellite and wireless internet service is NOT allowed for this role.

Responsibilities

• Answer customer inquiries with professional courtesy, giving exceptional customer service to each customer, based on client specific instruction.
• Document each customers inquiry information into a database.
• Verify customers information, making corrections and updates as needed.
• Actively listen to recognize opportunities to offer additional information to callers ensuring the caller and client has received the best customer service experience possible.
• Follow-up with callers as necessary.
• Use statistical contact center data to make improvements to performance.
• Outbound calling for surveying to obtain client specific information.
• Shift and Schedule adherence.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.