Customer Care Representative II/III

Customer Care Representative II & III

Shift: Monday -Friday 8am - 8pm

Training Hours: Monday -Friday 830am - 5pm

This position will have on-site training Monday-Friday for the first 8 weeks, onsite post training (Nesting) for additional 2 weeks. You must have 100% attendance during the full duration of training.

Location: Must reside within 30-40 minutes of our Midland, GA office.
Onsite: This role requires associates to work from the posted locations full-time, enabling consistent face-to-face collaboration, teamwork, and direct engagement. This policy promotes an environment built on in-person interaction, communication, and immediate support. Alternate locations may be considered if candidates reside within a commuting distance from an office (add this last sentence if considering candidates in multiple locations).

Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law.

The Customer Care Representative II/III will be responsible for reviewing requests by mail, telephone, or in person regarding insurance claims/policies. Fully proficient in all key areas; performs many complex functions.

How you will make an impact:

• Responds to inquiries from policyholders, providers and/or others for information and assistance
• Performs research to respond to inquiries and interprets policy provisions to determine most effective response
• Outbound calls are conducted in the ZipDrug business area

Minimum Requirements:

CCR II: Requires a HS diploma or equivalent and a minimum of 1 year of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.

CCR III: Requires a HS diploma or equivalent and a minimum of 3 years of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.

Preferred Skills, Capabilities, and Experiences:

• The majority of each day will be spent on the phone. Ability to work from home with hard-wired internet access and a quiet and private workspace strongly preferred.

• A passion for serving others with the ability to be empathetic and the desire to go above and beyond to help resolve members questions at the first point of contact preferred.

• A customer advocate willing to listen and find creative solutions to address and resolve customers questions, issues or concerns preferred.

• A composed individual able to multi-task, navigating multiple computer applications and working efficiently while communicating and serving the customer preferred.

• Have a strong work ethic and sense of responsibility to your teammates and our members, demonstrated by the simplest things like being on time and available to meet member’s needs, to being accountable for commitments made to customers or others and ensuring follow-ups are completed preferred.

• Flexible and quick learner, willing to adapt to changing customer and business needs preferred.

• For URAC accredited areas, the following professional competencies apply: Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.

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