Contact Center Customer Service Representative

The Customer Service Representative (CSR) is the primary point of contact for Marketplace Affordable Care Act Enrollees seeking assistance with their healthcare benefits and/or enrollment support. Based in Winchester, Kentucky call center, this role requires a compassionate and knowledgeable individual dedicated to providing accurate information, resolving inquiries, and guiding recipients through their Marketplace/Affordable Care Act benefits and related processes. Successful CSRs possess strong communication skills, empathy, and technical proficiency with call center software. This position is considered non-exempt, meaning the employee is eligible for overtime pay under the provisions of the Fair Labor Standards Act (FSLA).

• High School Diploma or GED required.
• Minimum of 1 year of customer service experience, preferably a call center, healthcare, or government- regulated environment.
• Must be able to speak and read English clearly, professionally, and fluently
• Excellent verbal and written communication skills.
• Strong active listening skills and empathy.
• Experience with handling escalations, ensuring quality service, and improving customer experience.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• May be required to work overtime and scheduled holidays.
• Must work on-site at the Winchester, Kentucky office location.
• Must complete and certify in all required internal training programs, including CMS Medicare and Medicaid specific training.
• Must have the ability to work as a member of a team and collaborate with colleagues.
• Must have the ability to navigate multiple computer systems and enter data accurately while speaking with callers.