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Customer Service Representatives needed! Supporting Open Enrollment!

Lodi, CA

Position: Customer Service

Job Description

Customer Service Representatives needed! Supporting Open Enrollment!

About the Role:

As a Customer Care Representative (CCR), you are in charge of upholding our mission of providing service worthy of our family and friends. Our priority is for our members to experience the upmost of care and compassion by conveying empathy and resolving all issues and helping them get back to enjoying their lives as quickly and effortlessly as possible. You are empowered to provide members with peace of mind that their current issue is resolved and that none are on the horizon.

  • Location: Remote, working from home until further notice, however candidates must still be local to the Lodi location
  • Start Date: October 2020
  • Job Type: Contract only - 5 months
  • Schedule: Fulltime, 5 days a week 40 hours a week. M-F 4:45am-7pm and Saturdays 8am-5pm. Open enrollment is busier and can go until 8pm M-F and Saturdays as late as 6pm.
  • Training: 5 week training M-F 8-4:30 – Virtual environment. After training – nesting period with support from trainers – after that they are fully released to the floor. This is the transition stage, is the point where you are beginning to take some calls, familiarizing yourself with the call center systems or even role-playing and practicing.
  • Pay: $15.00 - $18.00 / hour (will be based on experience and Spanish fluency)

Responsibilities:

  • Handle customer inquiries and complaints
  • Provide information about the products and services
  • Troubleshoot and resolve product issues and concerns
  • Document and update customer records based on interactions
  • Develop and maintain a knowledge base of the evolving products and services

Successful CCRs deliver an effortless customer experience by:

  • Taking the lead – our CCRs take ownership of members’ issues, relieving members’ stress while guiding them to a quick and easy resolution.
  • Identifying future problems – not only do our CCRs solve the current member concern but they actively identify and solve any lurking complications the member may encounter after their first interaction.
  • Sharing insights with peers and management – our positive team culture relies on open communication to continuously improve how our work gets done.
  • Having fun! – our work is important, but we don’t take ourselves too seriously. We love helping others and have a fun community dedicated to doing so!

Requirements:

  • Proactive solution oriented
  • Multitasker
  • Expert problem solver
  • Compassionate / has empathy
  • Outspoken can-do attitude, infectious positivity

Meet Your Recruiter

Nora Kawaguchi
Program Manager

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