Senior Customer Service Representative

Remote Customer Service Representative

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

This position is full-time, Monday - Friday. Employees are required to work an 8-hour shift during our normal business hours of 8:00 AM - 5:00 PM MST. It may be necessary, given the business need, to work occasional overtime.

We offer 3 - 4 weeks of paid on-the-job training. The hours during training will be 8:00 AM - 5:00 PM, MST from Monday - Friday.

Primary Responsibilities:

• Answer Customer Service Representatives' questions regarding policies and procedures.
• Assist the floor and be available to handle various escalated calls and / or issues.
• Hold team members accountable and facilitate coaching's and one on ones.
• Communicate procedural changes and guidelines to department staff.
• Work with Supervisor to sustain high associate morale and motivation.
• Acts as a facilitator to resolve conflicts on the team; ensure accurate and timely communication of issues to Management.
• Assist with improving service levels and monitor queues to ensure the department is appropriately staffed.
• Assist with monitoring and communicating metrics.
• Perform other duties as assigned.

Required Qualifications:

• High School Diploma / GED OR equivalent years of experience
• Must be 18 years of age OR older
• 1+ years Customer Service Representative (CSR) experience or 1+ years of experience in an office setting, call center setting or phone support role
• Experience with computers and Windows PC applications, which includes the ability to learn new and complex computer system applications
• Successfully complete the Customer Service training classes and demonstrate proficiency of the material
• Ability to work an 8-hour shift schedule during our normal business hours of 8:00 AM - 5:00 PM MST from Monday - Friday. It may be necessary, given the business need, to work occasional overtime

Telecommuting Requirements:

• Reside within the state of AZ
• Ability to keep all company sensitive documents secure (if applicable)
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy
• Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $18 - $32 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.