Customer Care Advisor

Summary:

Do you enjoy connecting with people and consider yourself a great listener? If so, then NCD has a perfect role for you. NCD has an opportunity for a remote Customer Care Advisor to join our team. Your role is simple: provide the highest level of phone service and support to our customers in a timely manner.

This position is 100% work from home. All remote employees must maintain a workspace that allows professional conversations free from distractions and/or background noise. This position requires 2-4 weeks of paid remote training. Equipment will be provided.

Essential Duties and Responsibilities:

• Handles both inbound and outbound communication with members and/or providers.

• Communicates with clients across multiple channels, including phone, email, and chat.

• Reviews member products and answers questions regarding products, current policies, adds/changes, resolving disputes, and processing transactions.

• Refers new product enrollment or changes to existing enrollment to a licensed agent.

• Addresses billing or service complaints and inquiries; forwards escalated issues to correct department for investigation.

• Documents all member interactions and comments in CRM software; maintains accurate notes describing every client contact.

• Continually maintains working knowledge of all company products and services.

• Educates members about managing their health and well-being so they can select the best benefit plan options and maximize the value of their health plan benefits.

• Builds trust with members across the healthcare life cycle and improves member retention.

• Meets performance goals and established KPIs in the areas of call quality, conversation effectiveness, member satisfaction, call volume and average handle times, attendance and schedule adherence.

• Attends and participates in team meetings, skill builders, training exercises.

Qualifications:

• 2+ years of customer service or call center experience

• College degree preferred, but not required

• Excellent verbal and written communication skills

• Proficient computer skills including MS Word, Excel, Outlook, Teams

• Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously

• Bilingual is a plus (Spanish bilingual employees receive an additional pay differential)

NCD Benefits:

• Company-paid health, dental, life, and disability insurance

• 401(k) with employer match

• Opportunity for professional development

• Work from home allowance and support

• Positive work environment

Compensation: $17.50–$18.50 per hour, based on experience and qualifications.

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