Customer Service Agent

Title: Customer Service Agent- Virtual - Temporary

Location: Virtual Illinois United States of America

Type: Temporary

Category: Delivery

Job Description:

OurStory

At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”We are passionate about connectingpurposewith impact.Alightempowersclientsto builda healthierandmorefinancially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing,navigation, andabsence management.

Our Benefits

With a comprehensive total rewards package, Alight offers programs and plans that support your mind, body, wallet, and life. Benefits include health, dental and visioncoveragesstartingDay One. Additionally, Alight colleagues enjoy wellbeing programs, retirement plans with contribution matching, generous time off, parental leave, continuing education, and career growth opportunities – all within a thriving global organization.

Flexible Working

So that you canbeyour best at work and home, we consider flexible working arrangements wherever possible. Alighthas been a leader in the flexible workspace and “Top 100 Company for Remote Jobs”6yearsin a row.

Great PlacetoWork

Thanks to the work of everycolleague, Alight has received multiple awards of recognition including“GreatPlace to Work” for the past 7 years and Fortune’s “Best Companies to Work For.” To learn more about our company culture and awardsClick Here.

If you,Champion People,seekto Grow with Purpose,and embody the meaning of Be Alight– We invite you to join our team! Learn more atcareers.alight.com.

Overview
 

Alight Retiree Health Solutions is a business unit within Alight that assists Medicare eligible retirees in selecting 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 or one of the Carriers we represent. Successful CSA’s have a basic Medicare understanding. The Customer Service Agent responsibilities may include, but are not limited to, making outbound calls and inbound calls to confirm/schedule/reschedule appointments with a licensed agent, answering inbound phone calls pertaining to the status of an application or general customer inquiries, educating members on benefit options that MAY be available, respond to instant live chat requests from customers and assisting customers with website navigation and self-service options. A CSA will be an empathetic, patient, and honest individual, who is performance driven and thrives in a challenging and ever-changing industry.

Job Responsibilities:

• Provide world class experience to our customers/members

• Ability to make outbound and inbound calls through the duration of assigned shift

• Provide accurate and complete information to customers/members

• Capable of active listening when engaging with customers/members, especially when they are asking questions about the reason for our call

• Ability to clearly communicate – BOTH written and verbally

• Absorb general knowledge of the Medicare healthcare industry, prescription drug plan, vision, and dental enrollments to ensure effectiveness when engaging and educating our customers/members

• Absorb new information and have the flexibility to adapt to new processes rapidly

• Comfortable with taking escalated calls w/ a customer/member in a calm and professional demeanor – if the time arises

• Ability to accept constructive criticism to ensure their success

• Meet and/or exceed key performance indicators

• Deliver a consistently positive and motivating attitude daily; always giving your best effort

Required Experience:

• High school degree or equivalent.

• 1+ years’ customer service experience in a call center environment

• Strong written and verbal communication and rapport building skills

• Experience and general comfort level using Microsoft Word, Excel, computer telephony, internet, and computer tools

• Desire to help individuals in a positive and meaningful way

• Proactive, innovative, and driven to succeed

To be successful, you will need the following skills:

• Possess ability to talk and efficiently type and navigate the system simultaneously

• Knowledge of Medicare health, prescription drug plan, vision, and dental enrollments preferred

• Time management skills and ability to multitask across multi-functional work

• On camera visibility during any meetings, training, 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

• Effective communication and decision-making skills

• Ability to perform basic troubleshooting steps and utilize resources properly

• 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

• Performance accountability: Effectively manage call volume, meet AHT expectations, and maintain low offline time to ensure productivity and efficiency

Work Conditions

• Operate within a heavily regulated industry and a fast-paced/dynamic market environment which includes but is not limited to selling multiple insurance products

• Ability to work any shift assigned including weekends and possible overtime (7am – 10pm CST)

• Flexibility to move from one line of business to another based on business needs, which may include shifting from a single carrier to a multi carrier work environment

• A call center environment with metrics such as attendance, adherence, quality, and productivity Activities will include outbound/inbound calls and could include live chat

To perform this job successfully, a dedicated quiet home office/workspace is needed with a stable internet connection. A home-based system test will be required to ensure speed and quality match company requirements (currently minimum speed is 100 Mbps). The cost for internet and/or phone services and equipment will not be reimbursable. Alight Retiree Health Solutions will provide a laptop, additional monitor, keyboard, mouse, and headset.

Application and Interview

By applying for a position with Alight, you understand that, should you bemadean offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test. You will be notified during the hiring process which checks are required by the position.

Alight requires all virtual interviews to be conducted on video. Please be aware thatAlight is a camera-on culture and may require occasional travel to one of our physical office locations.

Our commitment to Inclusion

Wecelebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

As part of this commitment, Alight will ensure that persons with disabilities areprovidedreasonable accommodations for the hiring process. If reasonable accommodation is needed, please contactalightcareers@alight.com.

Equal OpportunityPolicy Statement

Alight is an Equal Employment Opportunity employerand doesnot discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state,or local law.In addition, we take affirmative action to employ disabled persons, disabled veterans,and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities andsincerely heldreligious beliefs,practicesand observances, unless doing so would result in undue hardship. Applicants for employment mayrequest  reasonableaccommodations/modificationsby contactingtheirrecruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not,now or in the future,require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

Salary Pay Range

Minimum :

35,360.00 USD

Maximum :

35,360.00 USD

Pay Transparency Statement: Alight considers a variety of factors in determining whether to extend an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. Alight makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. Alight also offers a comprehensive benefits package; for specific details on our benefits package, please visit: Wellbeing and Benefits Selector Page - Alight

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.