Humana

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Inbound Customer Service - Call Center Representative

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Security Clearance: None

Description

The Inbound Contacts Representative 2 represents the company by addressing incoming telephone, digital, or written inquiries. The Inbound Contacts Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.

Additional Information – How we Value You
Benefits starting day 1 of employment
Competitive 401k match
Generous Paid Time Off accrual
Tuition Reimbursement
Parent Leave
Go365 perks for well-being
Responsibilities

The Inbound Customer Service/Call Center Representative addresses customer needs which may include complex benefit questions, resolving issues, and educating members.

Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it.
Escalates unresolved and pending customer grievances. Decisions are typically focused on interpretation of area/department policy and methods for completing assignments.
Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction.
Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.

Required Qualifications

3 or more years of Customer Service experience

Must be available to work any shift between the hours of (8am to 8pm Member Time EST Monday - Friday) Potential weekends during peak months of the year. Overtime may be mandatory based on business needs to include weekends. We strive to provide a minimum of a week advance notice if you need to work OT hours.

Strong customer service orientation

Strong attention to detail

Strong typing and computer navigation skills

Ability to manage multiple or competing priorities, including use of multiple computer applications simultaneously

Effective verbal and listening communication skills

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Work at home (WAH) requirements include a minimum internet connection speed of 10m x 1m, and a dedicated secure home workspace for interview or work purposes

Preferred Qualifications

Veteran or Military Spouse

High School Diploma

Healthcare experience

Previous call center experience

Additional information

We have several opportunities for the applicant to transition to other roles within the organization after spending at least 18 months in this role.

After submitting your application, if you are selected to move forward you will receive an email to complete the Virtual Job Experience (VJE). This is an online activity where you will learn more about Customer Care jobs at Humana, try out some of the most common job tasks, and tell us more about yourself. Most people complete the VJE in 30 minutes. To complete it, you will need a smart phone, computer or tablet with internet access, and speakers/headphones. We do not make job offers to candidates that do not complete the VJE. The email will come from vjtadmin@mg.jobtryout.net, please add to your contacts or safe senders list to avoid this going to your spam folder.

As part of our hiring process for this opportunity, we may contact you via text message and email to gather more information using a software platform called Modern Hire. Modern Hire Text, Scheduling and Video technologies allow you to interact with us at the time and location most convenient for you.

If you are selected to move forward from your application prescreen, you may receive correspondence inviting you to participate in a pre-recorded Voice, Text Messaging and/or Video interview. Your recorded interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Alert: Humana values personal identity protection. Please be aware that applicants selected for leader review may be asked to provide a social security number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions to add the information into the application at Humana’s secure website

If you are an Internal Candidate and you have additional questions regarding this role posting, please send them to the Ask A Recruiter persona by visiting go/Buzz and searching Ask A Recruiter! Please be sure to provide the requisition number so we may be able to research your request quicker.

Scheduled Weekly Hours: 40