Customer Service Rep - Senior

Customer Care Advocate – Disability
 
Location: Remote — must be located within 50 miles of one of the following locations:
Cary, NC/Oriskany, NY/Warwick, RI/Tampa, FL/Phoenix, AZ/Fort Worth, TX/Omaha, NE

Shift Timings:7:00 AM – 10:00 PM CT / 8:00am-11:00 PM ET, Monday through Friday
Pay Rate: $20.00/hour on W2
Start Date: November 16, 2026
Contract Length: 3 months (Extension possible based on performance, attendance, and business needs)
Benefits: Weekly Pay | Health, Dental & Vision Insurance Available

The Opportunity

The Customer Care Advocate will support customers through phone and digital channels, helping them understand and resolve insurance and benefits-related questions. This role requires strong communication, empathy, attention to detail, and the ability to protect confidential customer information.

You will serve as a key point of contact for customers, providing end-to-end support while following established guidelines and procedures. Paid training and AI-powered tools will be provided to help you succeed in the role.

Key Responsibilities

• Handle customer inquiries through phone and digital channels, including policy, coverage, billing, and service-related questions.
• Research and resolve complex customer concerns while following established guidelines and procedures.
• Use AI-powered tools to support workflows, identify next steps, and summarize customer interactions.
• Review AI-generated call summaries and case notes for accuracy before submission.
• Maintain accurate and timely documentation of customer interactions while following privacy and regulatory requirements.
• Identify issues requiring escalation and coordinate with supervisors, internal teams, or specialists to reach resolution.
• Provide feedback on recurring customer issues, knowledge gaps, and opportunities for process improvement.
• Participate in required training and ongoing development related to products, systems, processes, and AI-enabled tools.

Required Qualifications

• At least 1 year of customer service experience in a customer-facing role, such as call center, healthcare, financial services, or a similar environment.
• Experience resolving customer issues using multiple systems, such as CRM platforms and knowledge bases.
• Ability to handle non-routine situations while following established guidelines and compliance requirements.
• Strong verbal and written communication skills with the ability to clearly explain information to customers.
• Ability to work scheduled shifts between 8:00 AM and 11:00 PM ET, Monday through Friday, with some flexibility for overtime or schedule changes based on business needs.
• High school diploma or equivalent.

Preferred Qualifications

• 2+ years of experience in insurance, healthcare, financial services, or another regulated industry.
• Experience with AI-assisted customer service tools, automated call summaries, or guided workflows.
• Experience handling escalations, complaints, or sensitive customer situations.
• Familiarity with customer authentication, data protection, privacy, and compliance requirements.