Customer Service Representative (CSR)

Customer Service Representative (CSR)

Role Summary

Are you an empathetic, solutions-oriented communicator who loves helping others and resolving questions with care? We are seeking a dedicated Customer Service Representative (CSR) for a full-time contract position.

In this essential support role, you will serve as the primary voice and frontline ambassador for our participants, families, and partners. You will handle a high volume of inbound inquiries, resolve service issues, route complex requests to the appropriate internal teams, and accurately log every interaction in our system. If you thrive in a fast-paced environment, possess exceptional listening skills, and are passionate about delivering an outstanding service experience, we invite you to join our team.

Duties & Responsibilities

Inbound Support & Inquiry Resolution

• Frontline Communication: Answer high-volume inbound phone calls, emails, or digital inquiries professionally, establishing a warm and reassuring connection with every caller.

• Problem Solving: Listen actively to identify the root cause of a customer's inquiry, navigate internal resources to find answers, and deliver clear, accurate solutions.

• Request Escalation: Efficiently triage complex issues, routing specialized questions regarding billing, clinical care, or scheduling to the appropriate supervisor or department head.

• Information Provision: Guide callers through general program details, verify standard enrollment timelines, and provide clear directions or instructions within approved guidelines.

Account Documentation & Compliance

• Data Integrity: Create and maintain precise, real-time documentation of all participant interactions, complaints, resolutions, and follow-up tasks within our customer relationship management (CRM) database.

• Follow-Up Management: Track pending customer inquiries that require callbacks or research, ensuring resolutions are communicated within established service level agreements (SLAs).

• Confidentiality: Protect customer privacy by strictly verifying account information and handling data in accordance with internal security protocols and HIPAA regulations.

• Other duties as assigned.

Required Qualifications

Experience & Skills

• Customer Support Experience: Minimum of 1-2 years of experience in a customer service, call center, or public-facing administrative role.

• Communication Excellence: Outstanding verbal and written communication skills with a proven ability to articulate information clearly, audibly, and empathetically.

• Technical Proficiency: Comfortable utilizing multi-line phone systems, navigating CRM software, and using standard business tools like Microsoft Office (Word, Outlook, Excel).

• Adaptability: Demonstrated ability to multi-task, manage time effectively, and maintain a calm, professional demeanor during high-volume periods or challenging customer interactions.

Education & Compliance

• Education: High school diploma or equivalent baseline requirement.

• Cultural Competency: Experience and comfort interacting with individuals from highly diverse cultural, linguistic, and socioeconomic backgrounds.

Desired Qualifications

• Language Skills: Bilingual verbal and written fluency in English and Spanish or another regional language is highly preferred.

• Healthcare Context: Prior experience working in a medical front office, healthcare call center, or health insurance environment is a strong plus.

Location and Work Type

• Work Type: Full-Time Contract Position (40 hours per week).

• Work Setting: Operations or call center environment (specific location details to be finalized upon placement).

• Schedule: Standard daytime hours, Monday through Friday