About the Role
Title: Customer Service Agent- Virtual – Temporary
Location: Virtual Illinois United States of America
Type: Temporary
Category: Customer Service Delivery
With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.
Overview
Alight Retiree Health Solutions is a business unit within Alight that assists Medicare eligible retirees to select appropriate Medicare health plans. A Sales and Service Customer Service Agent may handle any customer who does or does not have an enrollment with Alight Retiree Health Solutions. Successful CSA’s have a basic Medicare understanding. The Customer Service Agent responsibilities include making outbound calls and inbound calls to confirm/schedule/reschedule participant’s appointment with a Benefit Advisor, answering inbound phone calls pertaining to the status of an application or general customer inquiries, respond to instant live chat requests from customers and assisting customers with website navigation and self-service options.
Required Experience:
- High school degree or equivalent.
- 1+ years customer service experience in a call center environment preferred
- Knowledge of Medicare health, prescription drug plan, vision, and dental enrollments preferred
- Strong written and verbal communication and rapport building skills
- Experience and general comfort level using Microsoft Word, Excel, computer telephony, internet, and computer tools
To be successful, you will need the following skills:
- Possess ability to talk and efficiently type simultaneously
- Ability to multitask across multi-functional work
- On camera visibility during any TRAVEL”>TRAVEL”>meetings, trainings, 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
- 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