Customer Service Representative

Job Title: Customer Service Representative (FULLY REMOTE)Pay Rate: $20hr on W2 + BenefitsStart date: 111626Contract 6 monthsWork Locations: Houston, TXTampa, FLFort Worth, TXOmaha, NECary, NCOriskany, NYWarwick, RIThe OpportunityThe Customer Care Advocate supports customers across phone and digital channels, helping navigate and resolve complex insurance and benefits questions with empathy and clarity while following clear guidelines and protecting customer information. You'll be the voice of Client in important moments, providing end-to-end support that helps customers feel confident and advocated for their coverage and decisions.Guided by our purpose, always with you, building a more confident future, and our New Frontier strategy, you'll work in a team-based environment backed by paid training and AI-powered tools that help guide your conversations and simplify your day-to-day work. No prior insurance experience is required.Key ResponsibilitiesServe as the primary point of contact for customers across phone and digital channels, resolving complex policy, coverage, billing, and service inquiries end-to-end with professionalism and careApply established guidelines and approved exception processes to resolve non-routine issues, including complex and sensitive customer situationsUtilize AI-powered tools that provide guided workflows, suggest next steps, and support summarization of customer interactions to provide accuracy and efficiency in resolving customer needsReview and validate AI-generated call summaries and case notes before final submission, exercising judgment to ensure accuracy and alignment with policy, procedure, and customer intentMaintain accurate, complete, and timely documentation of customer interactions in accordance with recordkeeping, privacy, and regulatory requirementsIdentify issues requiring escalation and coordinate with internal partners, supervisors, or specialist teams to achieve resolutionProvide input on recurring issues, knowledge gaps, or process improvement opportunities through established feedback mechanismsParticipate in required training and ongoing skill development related to products, processes, systems, and AI-enabled toolsRequired Qualifications1+ years of customer service experience in a customer-facing role (e.g., call center, retail, healthcare, financial services, hospitality, or similar)Experience resolving complex customer issues across multiple systems (e.g., CRM platforms, knowledge bases, or customer communication systems)Ability to apply judgment in non-routine situations while working within defined guidelines and compliance requirementsStrong verbal and written communication skills with the ability to interpret and explain information clearly to customersAbility to work scheduled shifts within operating hours of 7:00 AM - 10:00 PM CT 8:00am-11:00 PM ET, Monday through Friday, with advance notice of schedules provided and some flexibility required for overtime and shift changes based on business needsHigh school diploma or equivalentPreferred Qualifications2+ years of experience in insurance, financial services, healthcare, or another regulated industryExperience using AI-assisted service tools such as CoPilot, automated summarization, or guided decision workflowsExperience handling escalations, complaints, or sensitive customer situationsFamiliarity with authentication, data protection, and compliance standards in a regulated environment