Customer Care Representative

Customer Care Representative

Careington International has been a leader in the health and wellness benefits space for more than 45 years. Since its founding in 1979, Careington has been delivering dental discount solutions as its core competency. Today, Careington has expanded to offer a growing portfolio of 150+ health, wellness, lifestyle and virtual health products and services designed to deliver cost savings across a spectrum of life needs. Through its affiliated nationally licensed third-party administrator (TPA), Careington also delivers full-scale administrative services, including customer service, licensed enrollment, claims administration, individual and group billing.

Careington International's U.S. based Customer CARE team supports 30 million members and thousands of clients across all Careington companies and brands nationwide. Based in Frisco, TX, the contact center is home to over 150 dedicated Customer CARE representatives who provide live-agent assistance for product education, account maintenance, eligibility verification, provider searches, fulfillment requests, claims inquiries and other concierge services.

Careington International Corporation is seeking energetic, career-oriented Customer Care Representatives to work 40 hours per week, onsite, Monday through Friday at 6435 Flyers Way, Frisco, TX 75033. Candidates must live in the Dallas metroplex and be able to work onsite in North Frisco, TX. There are no remote options for this role.

The Opportunity:

As a Customer Care Representative you'll be accountable for creating a positive experience for customers by answering inbound calls, providing helpful information, and resolving concerns with efficiency and care. In this role, you will use clear communication, active listening, and basic problem?solving skills to support customer needs while maintaining a friendly and professional tone. This position contributes to the organization's commitment to high?quality service by ensuring each interaction is handled accurately, courteously, and with a customer?first mindset.

Additional expectations within this role:

• Take ownership of customer concerns through resolution and ensuring a positive experience.
• Escalation of complex or high-priority issues to appropriate teams when necessary.
• Document all customer interactions, resolution steps, and case notes accurately in CRM systems.
• Meet or exceed performance metrics, including quality scores, schedule adherence, after-call work (ACW), and average handle time (AHT).
• Collaborate with peers, supervisors, and support teams to resolve customer issues and improve processes.
• Participate in coaching sessions, quality calibration, and training initiatives.

Hourly pay begins at $18.25 per hour with opportunities for raises during your initial six months of employment. Bilingual in English and Spanish? You may qualify for increased hourly pay following evaluation.

Location: 6435 Flyers Way, Frisco, TX 75033

First 5 weeks of employment expectations:

• Initial Product Training: Mandatory 100% attendance required during initial six to seven days of classroom, product training
• Week 2 through week 5: Participate in live customer calls with tenured Customer Care staff assisting you and TEAMS IM tool to prepare you for entry to the call center floor.
• Schedule during initial 5 weeks: Monday through Friday, 8:30 a.m. 5:00 p.m.

Roles & Responsibilities:

• Efficiently navigate up to six software applications across multiple monitors while managing inbound calls
• Utilize Microsoft Office Suite (Word, Excel, Outlook) daily to support customer interactions and internal operations
• Maintain a professional, patient, and helpful phone demeanor to build strong customer relationships
• Apply prior call center experience to deliver high-quality service (preferred but not required)
• Bilingual proficiency in Spanish is a plus and may qualify for additional compensation

Requirements:

• Onsite interviews at 6435 Flyers Way, Frisco, TX 75033
• Work Monday through Friday, on-site at the above address
• Use a wired headset provided by the company
• Must pass a drug screen and background check

Benefits:

• Benefit eligibility for you and your dependents begins on the first day of the month following 60 days of employment
• Paid time off accrual and 11 paid holidays per calendar year
• Access to a 401(k) plan with Fidelity after 90 days of employment
• Clear pathways for career advancement within the Call Center and Careington
• Semi-monthly paydays on the 15th and last day of each month

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.