Customer Service Call Center Representative

FedPoint; Portsmouth (NH); Hybrid; USD 27,000 - 46,000; Full time

Benefits offered by this job

401k match

Annual bonus opportunity

Paid time off

Health benefits

Parental leave

Tuition reimbursement

Volunteer program

Wellness program

Job summary

FedPoint in Portsmouth, NH is hiring a Customer Service Call Center Representative for a hybrid schedule (2 days in office, 3 remote). The role involves handling inbound/outbound calls for FLTCIP enrollees, processing transactions, and providing accurate information with HIPAA-compliant practices.

Starting Oct 30, 2026, you’ll undergo a 4.5-week in-person training. A high school diploma is required along with call center or customer service experience and CRM familiarity.

Qualifications

• High school diploma or equivalent.
• At least 6 months of high-volume call center experience or 2+ years of customer service experience.
• Experience using web-based service systems; familiarity with CRM and work distribution systems preferred.
• Strong verbal communication skills and comfort working in a fast-paced, structured environment.
• Ability to attend full (in-person) 4.5 week training beginning October 30, 2026.

Responsibilities

• Support FLTCIP enrollees by responding to service inquiries via phone and our Customer Support Center.
• Educate callers, process transactions, and troubleshoot issues using web-based, CRM, and case management systems.
• Document all interactions accurately and in compliance with HIPAA and program guidelines.
• Conduct outbound calls to gather information or support business needs.
• Provide clear, accurate, and timely information while following all privacy and security protocols.
• Maintain reliability in attendance, schedule adherence, and availability during scheduled shifts.
• Participate in our formal career track, including required Long Term Care certification within 9 months of employment.

Skills

Customer service

Verbal communication

CRM software

Multitasking

Attendance reliability

Education

High school diploma or equivalent

Tools

CRM software

Web-based service systems

Case management systems

Job description

Our goal at FedPoint is to foster an engaging environment for our employees that promotes career growth and supports a work-life balance. From professional development to wellness programs to volunteer opportunities, we have created a culture that puts our employees on a positive pathway to success.

About FedPoint
FedPoint creates and operates digital benefits marketplaces that make it easy forour millions of federal and military customersto understand, select, and use their benefits.A subsidiary of John Hancock Life & Health Insurance Company, FedPoint was founded in 2002 and is headquartered in Portsmouth, NH.

Our mission
Create and deliver world-class benefits experiences for our customers, clients, and business partners.

Customer Service Call Center Representative

Customer Service Call Center Representatives

Start Date: Friday, October 30, 2026
Location: Portsmouth, NH – HYBRID (2 days in office / 3 days remote)
Schedule: Full-time, Monday–Friday, 40 hours per week (variableshifts between 8:00 AM – 7:00 PM EST)
Compensation: Up to $22.00/hour, based on experience
Training: 4.5 weeks, Monday–Friday, 8:30 AM – 5:00 PM EST
Training Attendance: In-person attendance required; equipment provided and training is fully paid.

Join Our Team at FedPoint!

Are you passionate about delivering exceptional customer service and thrive in a dynamic environment? Join our Customer Service team—where your work directly supports federal employees, their families, and a mission that truly matters.

As a Customer Service Representative, you’ll be part of a team committed to trust, care, and security. You’ll support enrollees by handling complexinbound and outbound calls and responding through our Customer Support Center. Whether assisting with account updates, billing questions, or claims-related inquiries, you’ll help create a seamless and reassuring customer experience.

Every interaction is an opportunity to make a difference—and to strengthen our commitment to operational excellence and data security.

What You’ll Do

• Support FLTCIP (Federal Long-Term Care) enrollees by responding to service inquiries via phone and our Customer Support Center
• Educate callers, process transactions, and troubleshoot issues using web-based, CRM, and case management systems
• Document all interactions accurately and in compliance with HIPAA and program guidelines
• Conduct outbound calls to gather information or support business needs
• Provide clear, accurate, and timely information while following all privacy and security protocols
• Maintain reliability in attendance, schedule adherence, and availability during scheduled shifts
• Participate in our formal career track, including required Long Term Care certification within 9 months of employment

Qualifications

• High school diploma or equivalent
• At least 6 months of high-volume call center experience or 2+ years of customer service experience
• Experience using web-based service systems; familiarity with CRM and work distribution systems preferred
• Strong verbal communication skills and comfort working in a fast-paced, structured environment
• Ability to multitask across multiple systems while maintaining accuracy
• Ability to attend full (in-person) 4.5 week training beginning October 30, 2026

Why Join Us?

At FedPoint, our mission is to create and deliver world-class benefits experiences for our customers, clients, and business partners.

We offer a dynamic work environment where innovation and collaboration are encouraged. You'll have the opportunity to make a significant impact while honing your skills and advancing your career.

In addition to working for a company with great people and an excellent reputation, what’s in it for you?

• Generous 401k plan: 100% match of employee's contribution, up to a maximum of 6% salary, vests immediately.
• Bonus Opportunity: Qualifying employees can earn an annual bonus based on company metrics and personal performance.
• Lots of paid time off:3 weeks’ vacation, 7 sick days, 3 personal days, and 12 paid holidays!
• Competitive benefits include health, dental, vision, disability, life, legal, flexible spending account (FSA) and Health Savings Account (HSA) options.
• 6 weeks fully-paid parental leave
• Tuition reimbursement program to support career goals.
• Corporate giving and matching gifts program.
• Volunteer program: Paid time off to volunteer and company-organized volunteering opportunities.
• A wide variety of personal, professional, and career development programs.
• Comprehensive wellness program offering a variety of resources and activities to help support your well-being in the following areas: career, financial, mental, emotional, physical, social and community.

All offers of employment with FedPoint are conditional upon satisfactory completion of a pre-employment background check.