Customer Care Representative II

Position Title Customer Care Representative II Location This role requires associates to work from the posted locations full‑time, enabling consistent face‑to‑face collaboration, teamwork, and direct engagement. Per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law. Training On‑site training Monday‑Friday for the first 8 weeks, followed by onsite post‑training (Nesting) for an additional 3 weeks. 100% attendance during the full duration of training is required. Responsibilities Respond to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims. Analyze problems and provide information/solutions, operating a PC/image station to obtain and extract information; document outcomes in the database. Triage inquiries in the ZipDrug business area and walk‑in basis as necessary. Coordinate with various functions within the company to ensure timely handling of customer requests and questions. Research and analyze data to address operational challenges and front‑line service issues. Receive, place follow‑up telephone calls and emails to answer customer questions. Maintain accurate documentation of inquiry outcomes for tracking and analysis. Multi‑task handling calls, texts, facsimiles, and electronic queues while taking notes and speaking to customers. Demonstrate empathy, persistence, and problem‑solving skills to resolve caller issues completely. Adhere to standard practices and procedures with the assistance of a computerized system when deviations are required. Minimum Qualifications High school diploma or equivalent. Minimum of 1 year of experience in an automated customer service environment, or an equivalent combination of education and experience. Preferred Skills Strong oral, written, and interpersonal communication skills. Problem‑solving, facilitation, and analytical skills. Ability to maintain focus during extended periods of sitting and handling multiple tasks in a fast‑paced, high‑pressure environment. Proficiency with digital tools and platforms to enhance productivity. Work Schedule Structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary. Job Family CUS > Care Reps #J-18808-Ljbffr