Customer Service Representative

Member Services Representative - Call Center

About the Role

We are seeking a customer-focused and compassionate Member Services Representative to join our Retiree Healthcare Call Center team. In this role, you will serve as the first point of contact for retirees and eligible dependents, providing guidance and support regarding healthcare benefits, eligibility, enrollment, and coverage options.

This is an excellent opportunity for individuals who enjoy helping others, solving problems, and delivering exceptional customer service in a fast-paced environment.

Key Responsibilities
Answer incoming calls from members and eligible dependents regarding retiree healthcare benefits and programs.
Assist with inquiries related to medical, dental, vision, and Medicare healthcare plans.
Explain benefit eligibility requirements, enrollment processes, healthcare coverage options, and premium information.
Respond to general Medicare questions and assist with Medicare Part B verification and enrollment inquiries.
Accurately document all member interactions and updates within the organization's internal systems.
Research and resolve member concerns while delivering a positive customer experience.
Navigate multiple applications and databases simultaneously while assisting callers.
Maintain confidentiality and handle sensitive information professionally.
Support additional retiree healthcare service functions and special projects as assigned.

Qualifications
High school diploma or equivalent required.
Previous customer service experience required; call center experience strongly preferred.
Experience handling high-volume inbound calls in a fast-paced environment is a plus.
Strong ability to multitask and manage competing priorities.
Comfortable learning and navigating multiple software systems simultaneously.
Excellent verbal and written communication skills.

Preferred Skills
Proficiency with Microsoft Office Suite, Microsoft Teams, and enterprise business applications.
Strong active listening and problem-solving abilities.
Exceptional customer service mindset with empathy and emotional intelligence.
Professional demeanor and positive attitude.
Ability to work effectively both independently and as part of a team.
Strong attention to detail and organizational skills.

Monday-Friday/ 6 month contract

Why Join Us?
Meaningful work supporting retirees and their families.
Collaborative and team-oriented work environment.
Opportunity to make a direct impact on member satisfaction and service excellence.
Training and development opportunities to expand your healthcare and customer service expertise.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.