Customer Service Agent- Virtual - Temporary

Alight Solutions is dedicated to empowering clients through unified benefits ecosystems. They are seeking a Customer Service Agent to assist Medicare eligible retirees, handling customer inquiries and providing information on health plans while ensuring a world-class experience.

Responsibilities:

• Provide world class experience to our customers/members
• Ability to make outbound and inbound calls through the duration of assigned shift
• Provide accurate and complete information to customers/members
• Capable of active listening when engaging with customers/members, especially when they are asking questions about the reason for our call
• Ability to clearly communicate – BOTH written and verbally
• Absorb general knowledge of the Medicare healthcare industry, prescription drug plan, vision, and dental enrollments to ensure effectiveness when engaging and educating our customers/members
• Absorb new information and have the flexibility to adapt to new processes rapidly
• Comfortable with taking escalated calls w/ a customer/member in a calm and professional demeanor – if the time arises
• Ability to accept constructive criticism to ensure their success
• Meet and/or exceed key performance indicators
• Deliver a consistently positive and motivating attitude daily; always giving your best effort

Requirements:

• Reside in the United States
• High school degree or equivalent
• 1+ years' customer service experience in a call center environment
• Strong written and verbal communication and rapport building skills
• Experience and general comfort level using Microsoft Word, Excel, computer telephony, internet, and computer tools
• Desire to help individuals in a positive and meaningful way
• Proactive, innovative, and driven to succeed
• Possess ability to talk and efficiently type and navigate the system simultaneously
• Time management skills and ability to multitask across multi-functional work
• On camera visibility during any meetings, training, or per leadership request
• Takes initiative and demonstrates strong problem-solving skills
• Proven success in maintaining a calm and professional demeanor in a fast-paced business environment; able to deescalate
• Effective communication and decision-making skills
• Ability to perform basic troubleshooting steps and utilize resources properly
• Aptitude for understanding details of insurance or complex information
• Actively listening to participants to understand both verbal and non-verbal cues
• Demonstrating sustained confidence and resilience during challenging interactions
• Fully and accurately documenting all conversations and actions taken on each interaction
• Performance accountability: Effectively manage call volume, meet AHT expectations, and maintain low offline time to ensure productivity and efficiency
• Knowledge of Medicare health, prescription drug plan, vision, and dental enrollments preferred