Note: The job is a remote job and is open to candidates in USA. Alight Solutions is a leading healthcare solutions provider that focuses on empowering clients to build a healthier and more financially secure workforce. They are seeking a Customer Service Agent to assist Medicare members with their health needs by providing information, making calls, and navigating website options. The role requires strong communication skills and the ability to adapt in a dynamic environment.
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
Skills
- 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
- Researching options in proprietary Alight tools
- 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
Benefits
- Health, dental and vision coverages starting Day One
- Wellbeing programs
- Retirement plans with contribution matching
- Generous time off
- Parental leave
- Continuing education
- Career growth opportunities
- Flexible working arrangements wherever possible
- Alight has been a leader in the flexible workspace and “Top 100 Company for Remote Jobs” 6 years in a row
- Alight Retiree Health Solutions will provide a laptop, additional monitor, keyboard, mouse, and headset
- Continuing education & training
Company Overview