Customer Service Advocate

Summary

Join our Member Loyalty Team as a Seasonal Remote Customer Service Advocate! In this role, you will handle inbound and outbound calls, addressing member questions, resolving issues, and providing exceptional support to enhance member satisfaction and retention. You will guide members through the post-enrollment process, explain plan benefits, and assist with plan usage. This seasonal position requires strong communication and organizational skills, along with 6 months of customer service experience. The role is remote, with specific equipment and connectivity requirements. The position runs from August 25th to early December 2025, with paid holidays and a competitive hourly rate.

Requirements

• High School diploma or GED certificate
• Strong organizational, interpersonal, and communication skills
• 6 months of customer service experience, preferably in a call center or similar environment
• Ability to handle high call volumes and manage multiple tasks simultaneously
• Comfortable with desktop computers, including knowledge of MS Office applications and web browsing
• Ability to work any shift between the hours of 5:00AM PST and 11:00PM PST
• Must be able to work Saturdays and Sundays
• 2 monitors (laptop or desktop counts as one), headset, webcam
• High-speed hardwired home internet connection with 50 Mbps download and 10 Mbps upload
• Windows Windows 10 22H2 or Windows 11 22H2 (10.0.22621) or later
• An Intel Pentium 4 processor or later that's SSE3 capable
• 8GB RAM (minimum), and 16GB (optimal)
• 20GB of hard disk storage available
• ScreenSaver and Screenlock are enabled with 15-minute or less timeouts
• Windows Defender Antivirus or equivalent antivirus software
• Secure Boot is enabled
• MacOS MacOS Sonoma 14.7.2, or later
• X86-64 or Apple silicon CPU supported
• 8GB RAM (minimum), and 16GB (optimal)
• 20GB of hard disk storage available
• Screensaver and Screenlock are enabled with 15-minute or less timeouts
• Firewall is enabled
• To perform this job successfully, a dedicated quiet home office/workspace is needed with a stable internet connection
• A home-based system test will be required to ensure speed and quality match company requirements

Responsibilities

• Handle inbound customer service calls from existing members, addressing questions about their plans, resolving issues between the carrier and member, and providing information about our complimentary services
• Identify and resolve member issues efficiently and effectively, ensuring a positive experience
• Assist members with questions related to their current plan, explain benefits included in their plan, and how to use them
• Answer outbound calls from a dialer and complete post-enrollment activities, along with helping members utilize their plan benefits included in their plans
• Accurately use the script on screen and tools provided to help find client information, answer questions about our member’s plan, and efficiently document notes and the outcome of the interaction

Preferred Qualifications

• Proficiency in using a dialer and other computer applications
• Prior experience with health insurance/Medicare plans

Benefits

• Pay Rate: $18/hour
• You will be off the following holidays: Thanksgiving Day (11/27), Christmas (12/24-12/25), and New Year's Eve (12/31)
• Training Schedule: 7am - 3:30pm PST | Monday - Friday August 25th - September 12th (Closed Labor Day - September 1st)
• Post-Training Schedule: TBD - between the hours of 5am - 11pm PST Monday - Friday with the ability to work Saturday and Sunday if needed
• This position is remote