Customer Service Call Center Representative

FedPoint

Portsmouth (NH)

On-site

USD 20,664,000 - 30,307,000

Full time

12 days ago

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Benefits offered by this job

401k match

Bonus opportunity

Paid time off

Competitive benefits

Parental leave

Tuition reimbursement

Giving and matching gifts

Volunteer program

Career development

Wellness program

Job summary

FedPoint, headquartered in Portsmouth, NH, is seeking a Customer Service Call Center Representative to support enrollees with inquiries and transactions. The role blends in-person training with hybrid work, involving complex calls, CRM usage, and adherence to privacy policies.

You will join a team dedicated to trust, care, and security while advancing through a formal career track and earning a competitive benefits package.

Qualifications

High school diploma or equivalent required.
6 months of high-volume call center experience or 2+ years in customer service.
Experience with web-based service systems; CRM familiarity preferred.
Strong verbal communication; ability to multitask in a fast-paced environment.
Ability to attend full in-person 4.5 week training starting Oct 30, 2026.

Responsibilities

Handle inbound/outbound calls for FLTCIP enrollees.
Educate callers, process transactions, troubleshoot using CRM and case systems.
Document interactions accurately per HIPAA and program guidelines.
Conduct outbound calls to gather information for business needs.
Provide accurate information while following privacy and security protocols.
Maintain attendance, schedule adherence, and availability during shifts.
Pursue Long Term Care certification within 9 months of employment.

Skills

Phone handling

CRM familiarity

Verbal communication

Multitasking

Attendance & reliability

Training participation

Education

High school diploma or equivalent

Tools

CRM systems

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.