Customer Care Representative II

Job Overview Elevance Health Inc. is a leading health organisation committed to improving lives and communities and making healthcare simpler. We are currently seeking an experienced and dedicated Customer Care Representative II to join our team. This full-time role, based in our office in Indianapolis, Indiana, United States, is a fantastic opportunity for a professional who is passionate about delivering outstanding customer service. As a key member of our team, you will be responsible for handling complex customer enquiries and ensuring a seamless, positive experience for our members. Responsibilities Serve as a primary point of contact for members, handling enquiries and issues via telephone, email, and digital channels with a high degree of professionalism. Provide accurate, comprehensive, and timely information regarding our services, policies, and procedures. Analyse and resolve customer concerns, taking ownership of issues from initial contact through to resolution. Maintain precise and detailed records of all customer interactions and transactions in our CRM system. Escalate complex or unresolved cases to senior team members or other departments as appropriate. Adhere strictly to company guidelines and data protection regulations to ensure customer confidentiality and security. Contribute to team goals by meeting and exceeding performance metrics for quality, efficiency, and customer satisfaction. Proactively identify opportunities to improve processes and enhance the customer experience. Qualifications Proven experience in a customer-facing role, ideally within a call centre or the healthcare sector. Exceptional verbal and written communication skills with a clear, professional, and empathetic telephone manner. Strong problem-solving abilities and a talent for de-escalating challenging situations. Excellent organisational skills, with the ability to prioritise tasks and manage time effectively. Proficiency in using Microsoft Office Suite and experience with CRM software. A resilient and positive attitude, with a genuine commitment to helping others. Ability to work effectively both independently and as part of a collaborative team. Benefits A competitive hourly wage of $25.00 - $40.00 USD per hour. Comprehensive health and wellness benefits. Opportunities for continuous professional development and career progression. A supportive, inclusive, and dynamic work environment. Generous paid time off and holiday allowance.