Customer Service Agent- Virtual - Temporary

Our Story At Alight, we believe a company’s success starts with its people. Alight embraces values that come directly from our people – purposeful, human, united and growth-minded – reflecting our inclusive culture and promise that our clients expect. We are passionate about connecting purpose with impact.  Alight empowers clients to build a healthier and more financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, navigation, and absence 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 vision coverages starting Day 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 can be your best at work and home, we consider flexible working arrangements wherever possible. Alight has been a leader in the flexible workspace and “Top 100 Company for Remote Jobs” 6 years in a row. Great Place to Work Thanks to the work of every colleague, Alight has received multiple awards of recognition including “Great Place to Work” for the past 7 years and Fortune’s “Best Companies to Work For.” To learn more about our company culture and awards Click Here. We invite you to join our team!  Learn more at careers.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: Reside in the United States 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 dedic