Customer Service Representative

Customer Service Representative (Call Center)

Type: Contract to Hire

Location (city, state): Columbia, TN - Fully Onsite

Industry: Healthcare / Insurance / Call Center

Pay: $17-20/hour

About Our Client: Our client is a mission-driven organization in the healthcare industry that supports its members with excellent service and care throughout their membership journey. This team focuses on helping members after they've enrolled, providing guidance on all things related to their coverage, benefits, and account updates.

Job Description: As a Member Experience Advocate, you'll be the first point of contact for members post-enrollment, supporting them with questions about their membership, ID cards, address changes, dependents, and more. This is a high-volume inbound call center role that also includes managing email inquiries. If you enjoy problem-solving, providing exceptional service, and working in a fast-paced environment, this is the role for you!

Key Responsibilities:

• Handle a high volume of incoming calls (100-200 per day on average)
• Respond to emails and manage the Member Experience inbox
• Assist members with ID card requests, address updates, and adding dependents
• Support billing inquiries and provide bank draft forms as needed
• Document each interaction accurately in the Facets system
• Professionally manage both internal and external calls related to membership
• Direct claims-related calls appropriately (UMR, Medicare Supplement, etc.)
• Participate in system improvement by identifying OLH changes or issues
• Collaborate with other departments and county representatives
• Meet monthly quality performance goals
• Complete training and stay current with updates in policies and tools

Qualifications:

• High school diploma or equivalent required
• Minimum of 1 year call center experience HIGHLY preferred
• Strong communication and organizational skills
• Ability to manage multiple tasks and maintain professionalism in all interactions

Additional Details:

• Training: 2-week training provided

Perks:

• Health, dental, and vision benefits after conversion to permanent employment
• Affiliated daycare location with priority for employees
• Opportunities for career growth and advancement

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.