Overview
Senior Customer Service Representative Jobs in United States at RemoteHunter
Title: Senior Customer Service Representative
Company: RemoteHunter
Location: United States
1. About Our Client:
The organization operates globally in the healthcare sector, delivering care supported by technology to improve health outcomes. It connects individuals with care services, pharmacy benefits, data, and resources to help them maintain better health. The company addresses challenges in healthcare access and management by integrating technology and care coordination, impacting millions of people worldwide.
2. About the Opportunity:
The Senior Customer Service Representative plays a critical role in delivering compassionate, high-quality service to customers seeking help and guidance. This position is responsible for managing a high volume of calls, resolving complex issues, and serving as a resource to both customers and internal team members. The role contributes directly to customer satisfaction by ensuring problems are resolved efficiently and relationships are strengthened, supporting the organization’s goal of improving health outcomes.
3. Responsibilities:
• Serve as a resource for team members and internal customers
• Handle escalated calls and resolve complex customer issues promptly
• Answer incoming calls and identify customer needs related to benefits, billing, authorizations, and explanations of benefits
• Ask relevant questions and document information accurately
• Assist customers in navigating company websites and promote self-sufficiency
• Own customer issues through resolution with timely follow-up when needed
• Research issues using multiple databases and collaborate with support resources
• Provide updates on pre-authorizations and pre-determination requests
• Meet performance goals for efficiency, call quality, provider satisfaction, first call resolution, and attendance
• Perform other duties as assigned
4. Requirements:
• High School Diploma/GED or equivalent experience
• Minimum age of 18 years
• At least 1 year of customer service experience in a call center or high-volume environment
• Proficiency with Microsoft Word, Excel, and Outlook
• Ability to learn and use complex computer systems
• Successful completion of customer service training and demonstrated proficiency
• Availability for full-time training Monday through Friday, 8:00 am to 4:30 pm CST for 4-6 weeks
• Flexibility to work 8-10 hour shifts Monday through Saturday between 6:00 am and 10:00 pm CST, including Saturdays and occasional overtime
• Preferred: 1+ years of experience in customer service, office, call center, or phone support roles
• Preferred: Familiarity with CRM systems, email, and chat platforms
Telecommuting Requirements:
• Secure handling of sensitive documents if applicable
• Dedicated, private work area separated from living spaces
• Access to approved high-speed internet connection
Soft Skills:
• Clear verbal and written communication
• Empathy toward customer concerns
• Problem-solving and resourcefulness
• Patience and professionalism, especially with difficult customers
5. Pay Range and Compensation Package:
• Hourly pay ranges from $17.98 to $32.12 based on full-time employment
• Pay is influenced by local labor markets, education, experience, and certifications
• Benefits include a comprehensive package, incentive and recognition programs, equity stock purchase, and 401k contributions (subject to eligibility)
• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.
