[Remote] Customer Service Agent- Virtual - Temporary

Note: The job is a remote job and is open to candidates in USA. Alight Solutions is dedicated to empowering clients to build healthier and financially secure workforces. They are seeking a Customer Service Agent to assist Medicare eligible retirees with health plan selections, handle inbound and outbound calls, and provide exceptional customer service.ResponsibilitiesProvide world class experience to our customers/membersAbility to make outbound and inbound calls through the duration of assigned shiftProvide accurate and complete information to customers/membersCapable of active listening when engaging with customers/members, especially when they are asking questions about the reason for our callAbility to clearly communicate – BOTH written and verballyAbsorb general knowledge of the Medicare healthcare industry, prescription drug plan, vision, and dental enrollments to ensure effectiveness when engaging and educating our customers/membersAbsorb new information and have the flexibility to adapt to new processes rapidlyComfortable with taking escalated calls w/ a customer/member in a calm and professional demeanor – if the time arisesAbility to accept constructive criticism to ensure their successMeet and/or exceed key performance indicatorsDeliver a consistently positive and motivating attitude daily; always giving your best effortSkillsReside in the United StatesHigh school degree or equivalent1+ years' customer service experience in a call center environmentStrong written and verbal communication and rapport building skillsExperience and general comfort level using Microsoft Word, Excel, computer telephony, internet, and computer toolsDesire to help individuals in a positive and meaningful wayProactive, innovative, and driven to succeedPossess ability to talk and efficiently type and navigate the system simultaneouslyTime management skills and ability to multitask across multi-functional workOn camera visibility during any meetings, training, or per leadership requestTakes initiative and demonstrates strong problem-solving skillsProven success in maintaining a calm and professional demeanor in a fast-paced business environment; able to deescalateEffective communication and decision-making skillsAbility to perform basic troubleshooting steps and utilize resources properlyAptitude for understanding details of insurance or complex informationActively listening to participants to understand both verbal and non-verbal cuesResearching options in proprietary Alight toolsDemonstrating sustained confidence and resilience during challenging interactionsFully and accurately documenting all conversations and actions taken on each interactionPerformance accountability: Effectively manage call volume, meet AHT expectations, and maintain low offline time to ensure productivity and efficiencyKnowledge of Medicare health, prescription drug plan, vision, and dental enrollments preferredBenefitsHealth, dental and vision coverages starting Day OneWellbeing programsRetirement plans with contribution matchingGenerous time offParental leaveContinuing educationCareer growth opportunitiesFlexible working arrangements wherever possibleAlight Retiree Health Solutions will provide a laptop, additional monitor, keyboard, mouse, and headsetBonus and/or incentive eligibility are determined by role and levelComprehensive benefits packageCompany OverviewStrada is a payroll and tech company that offers workforce management with cloud solutions and services for multinational organizations. It was founded in 2018, and is headquartered in The Woodlands, Texas, USA, with a workforce of 5001-10000 employees. Its website is https://stradaglobal.com.