Customer Service Representative

Summary

Join Garner's member-facing team as an Associate and provide front-line support to members, guiding them through their healthcare benefits. You will engage with members via phone, chat, and email, helping them access high-quality care affordably. This role demands excellent service, thriving in a dynamic environment, and balancing professionalism with empathy. You will be the voice of Garner, ensuring a supportive member experience. The position is fully remote, based in the US, with hours of 10:00 AM to 7:00 PM Pacific Time, Monday through Friday. Garner offers a base compensation of $22/hr with an additional $0.50/hr for bilingual candidates, plus equity incentives and competitive benefits.

Requirements

• Minimum 2 years of call center/customer service experience
• Clear and confident verbal and written communication skills
• Meticulous attention to detail
• A proactive and curious problem-solving mindset
• An openness to feedback and a commitment to doing better every day
• Technical proficiency with customer service platforms, such as Zendesk
• A desire to work in a rapidly evolving startup environment and can adapt quickly to change
• Passion for Garner's mission to transform the healthcare economy

Responsibilities

• Deliver exceptional member support via phone, chat, and email
• Educate members on their healthcare benefits, including how to maximize their Garner benefit
• Help steer members to find the best care available to them
• Handle complex and sensitive conversations with professionalism, empathy, and patience
• Deescalate members who are experiencing friction with their benefit
• Work with other departments to address cross-departmental issues
• Identify and escalate feedback from member interactions to internal teams
• Stay up to date on evolving procedures
• Protect member privacy and maintain compliance with HIPAA and data security protocols

Preferred Qualifications

Healthcare experience

Benefits

• Equity incentive
• Competitive benefits plans