Customer Service Agent – Tier 1

Clearwater Benefits; Austin (TX); Remote; USD 10,000 - 60,000; Full time

Job summary

Join Clearwater Benefits as a Tier 1 Customer Service Agent, the first point of contact for our members and providers. In this role, you will handle inbound calls, resolve inquiries, and provide essential information about benefits and claims while maintaining professionalism and empathy. We offer competitive compensation, onboarding reimbursements, and a flexible work environment as a remote-first company.

Benefits

Unlimited PTO or 3 weeks accrued

401K match

Work from home reimbursement

Competitive benefits packages

Qualifications

• 1 year of customer service experience required.
• Experience in healthcare insurance preferred.
• Fluent in English; bilingual a plus.

Responsibilities

• Handle inbound calls and provide accurate information regarding member benefits.
• Advise callers on claim statuses and assist in locating providers.
• Document call details accurately and maintain professionalism.

Skills

Customer-oriented mindset

Strong problem-solving skills

Attention to detail

Organizational skills

Communication skills

Empathy

Tools

CRM systems

Salesforce

Google Suite

Job description

About the Role:

As a Tier 1 Customer Service Agent, you will be the first point of contact for members and providers, handling inbound calls during your assigned shift. This role requires excellent communication skills, attention to detail, and a service-first mindset to resolve inquiries efficiently and professionally.

Role Responsibilities:

• Be available and responsive throughout the assigned shift to handle inbound calls.
• Provide accurate information regarding member benefits and eligibility.
• Advise callers on the status of submitted claims.
• Assist in locating in-network healthcare providers.
• Maintain a high level of professionalism and empathy in every interaction.
• Document call details clearly and accurately in internal systems.
• Adhere to company protocols and service level standards.
  
  

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 US
  
  

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

$24—$26 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.