Customer Service Agent (Remote, US)

About the Role:

As a Customer Service Agent, you are in a highly visible position, being the face of the company to our members and customers. You will handle inbound inquiries, resolve issues, and manage support tickets efficiently. Your ability to communicate effectively, empathize with customers, and provide accurate information is crucial in maintaining our high standards of customer service.

Role Responsibilities:

• Answer inbound calls from members and respond to inquiries regarding insurance policies, healthshare plans, claims, billing, and other services
• Provide accurate information and assistance, ensuring a positive member experience
• Address and resolve member issues efficiently, escalating complex cases to the appropriate department or supervisor when necessary
• Create, update, and monitor support tickets within the system (Zendesk/Salesforce)
• Ensure tickets are documented thoroughly with relevant details and member interactions
• Track the status of open tickets and follow up to ensure timely resolution
• Maintain a strong understanding of company policies, services, and products to provide accurate and efficient support
• Diagnose and resolve member issues, including billing discrepancies, claims processing questions, and coverage details
• Stay informed about updates to company products, policies, and industry regulations
• Participate in ongoing training and professional development opportunities
• Provide feedback to management on ways to improve the customer service experience
• Actively participate in team meetings and contribute to the development of best practices and strategies for improving the customer experience
• Meet established performance goals, including specific metrics, service level agreements (SLAs), and audit requirements
  
  

Key Competencies:

• 1 year of experience in the healthcare insurance industry is preferred
• 1 year of experience in Customer Service is required
• Available to work an 8-hour shift with a set schedule
• Strong problem-solving skills and attention to detail
• A customer-oriented mindset with a focus on providing high-quality service; patience and empathy when dealing with customers
• Great organizational skills with the ability to prioritize tasks and manage multiple priorities simultaneously
• A flexible mindset with the ability to adapt to changing circumstances and shift priorities at a moment's notice
• Demonstrates professionalism in all interactions and maintains a positive attitude under pressure
• Familiarity with CRM and ticketing systems; experience with Salesforce is a plus
• Proficient in using computer applications (Google Suite preferred)
• Understanding of HIPAA and ability to handle sensitive and confidential information with care and discretion
• Strong communication skills, both verbal and written. Fluent in English; Bilingual a plus
• Legally authorized to work in the United States
  
  

All new hires must successfully pass a background screening as part of the onboarding process.

The compensation for this position depends on experience, skills, qualifications, location, and competencies. We are a remote first organization with employees in 25 states and 5 countries and growing! We offer competitive compensation, bonus', and benefit packages, PTO (unlimited or 3 weeks accrued depending on the role) as well as a 401K match and regularly review these to align with industry standards. We also offer new employees a one time work from home reimbursement to set up your home office.

Pay Range

$23—$25 USD

About Us:

Better plans, better benefits, and better prices. Clearwater is a cutting edge InsurTech company headquartered in Austin, TX, the city known for its unicorns, tech giants, food scene, weirdness, and never-ending heat. Our team of innovators, operators, and healthcare veterans were determined to drive major change in our industry, once and for all. Whether you are seeking benefits as an individual, your family, or your business, we have the right plan, at the right price, with total transparency—even if it's not one of our exclusive offerings.

We are committed to fostering an inclusive environment where all employees feel valued, respected, and supported. We actively promote diversity in all its forms and strive to create equitable opportunities for everyone regardless of race, ethnicity, gender, sexual orientation, age, disability, religion, or any other characteristic protected by law.