Federal Employee Insurance Customer Service Agent

Accountabilities

• • Handle inbound customer inquiries and outbound calls with professionalism, courtesy, and a strong focus on customer satisfaction.

  • Answer questions and resolve concerns related to insurance benefits and enrollment using web-based systems and client-specific procedures.

  • Accurately document customer interactions and inquiry details in databases and update customer information when necessary.

  • Actively listen to customers and identify opportunities to provide additional relevant information or support.

  • Follow up with customers as needed to ensure inquiries are appropriately addressed.

  • Conduct outbound surveys to collect client-specific information.

  • Use contact center performance data to identify opportunities for improving service and individual performance.

  • Maintain reliable attendance and adherence to assigned shifts and schedules.

  Requirements

  • High school diploma or GED required.

  • Previous call center or customer service experience is highly desirable.

  • Strong verbal and written communication skills, with the ability to interact professionally with a wide range of customers.

  • Strong multitasking and organizational abilities.

  • Excellent computer and navigation skills, including working with dual monitors, multiple browser tabs, and database systems.

  • Ability to sit and work at a computer for extended periods.

  • Ability to use a webcam during training and production.

  • Successful completion of required pre-employment testing, background investigation, drug screening, and internet speed testing.

  • Ability to work remotely from an enclosed, secure workspace free from distractions.

  • Reliable high-speed, non-cellular home internet such as fiber, DSL, or cable; hotspots, satellite, and wireless internet services are not permitted.

  • Ability to attend all scheduled training sessions and maintain consistent punctuality and attendance.

  Benefits

  • Pay: $15.25 per hour plus a $4.93 per hour health and welfare stipend, for a total of $20.18 per hour.

  • Paid training: Comprehensive training is provided, with training expected to last approximately one week.

  • Remote work: Work from home with an approved secure workspace and qualifying high-speed internet connection.

  • Flexible scheduling: Monday through Friday, with schedules assigned weekly between 8:00 AM and 9:00 PM EST.

  • Additional hours: Opportunities for additional hours may be available during peak demand and enrollment periods.

  • Variable schedules: Minimum schedules may be as low as 24 hours per week, with shift lengths and start/end times varying according to business needs.

  • Temporary assignment: The position is expected to continue through December.

  • Internal mobility: Eligible employees in good standing may access a dedicated transfer program to explore other opportunities after the assignment.

  • Military support: Military veterans and military spouses are encouraged to apply.