Serve as a primary contact for members by delivering personalized, accurate information and guidance through a variety of communication channels
Facilitate a seamless member experience by answering product-related questions, resolving transactions, and improving understanding of available offerings
Conduct research and problem-solving to address client issues, ensuring timely follow-up and resolution
Provide technical, procedural, and operational support while adhering to established policies and service standards
Use de-escalation techniques, performance monitoring tools, and customer feedback to enhance service quality and meet Contact Center performance metrics
Ability to work 9:30am-6pm PST is required for this role

High school diploma or equivalent required; associate degree preferred
2 years in a dynamic customer service environment
Telephonic customer service experience preferred
Strong verbal and written communication skills with the ability to provide clear, accurate, and personalized information
Demonstrated ability to handle high-volume inquiries across multiple communication channels (phone, email, chat, etc.)
Proven problem-solving and research skills to investigate and resolve member issues effectively

A rich benefits package including medical, dental, vision and a 401(k) plan with matching company contributions
An annual incentive bonus plan
Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually — PTO increases with tenure
A supportive, responsive management approach and opportunities for career growth and advancement
Paid parental leave and adoption/surrogacy assistance
An employee giving program that double matches your donations to eligible nonprofits and schools

Contact Center Representative I

Key skills