Customer Service Representative

Pacer Group; United States; À distance; USD 40 000 - 55 000; Plein temps

Avantages offerts par ce poste

Medical

Dental

Vision

401(k)

Résumé du poste

Pacer Group is seeking a Customer Service Advocate to be the first point of contact for members, helping them understand their benefits and resolve issues during Open Enrollment.

This is a full-time remote role (PST preferred) requiring strong communication, multi-system navigation, and dedication to ensuring member needs are met efficiently and accurately.

Qualifications

• Minimum 1 year in customer service or call center.
• Strong communication and problem-solving skills.
• Comfort using multiple software systems and databases.

Responsabilités

• Handle incoming calls from members regarding benefits and enrollment.
• Gather and verify demographic information and document calls in the system.
• Provide empathetic, accurate guidance to help members resolve issues.
• Conduct necessary follow-up to ensure questions are resolved on first contact.
• Identify urgent or crisis calls and escalate per SOPs.
• Use active listening and clear communication to reassure and assist callers.

Description du poste

Shift: Anywhere between 8 Am to 8 PM PST (9 hour shift)

Location: Remote (Preferred PST but not required) - must work PST time zone

Application Deadline: 20 October 2026

Overview:

• As a Customer Service Advocate, you’ll be the first point of contact for members, helping them understand their benefits, resolve issues, and make a real difference in people’s lives.
• This role supports Client's Open Enrollment period the busiest and most impactful time of the year when members review and update their health plans. You’ll be guiding them through that process with empathy and accuracy.

Day to Day Duties:

• This is a full function call center role that goes above and beyond just answering incoming calls. The goal is to help achieve what the member’s needs, so they do not have to call back for the same question. This requires additional investigation during and after a call has ended and following through to ensure the members’ questions are being answered and completed correctly. Will require multi-tasking with multiple systems, databases and link resources.
• Incoming calls depend on business needs, no set amount as quality is the importance for this particular call center team
• Answer incoming healthcare contact center calls from members regarding benefits eligibility/claims status
• Gather and verify demographic information and document calls using standard computer software and systems
• Use tools and apply problem-solving skills to identify immediate caller needs, including potential crisis calls; elevate crisis calls according to standard operating procedures
• Use verbal and written communication strategies to effectively elicit information, gain confidence from caller and provide reassurance
• Answer inbound call and make outbound calls according to department policies and procedures
• Use active listening skills and interviewing techniques to accurately identify caller’s presenting concerns

BENEFITS :Medical | Dental | Vision | 401(k)

EEOC Compliance: We are an equal opportunity employer, and all qualified applicants will receive consideration for employment.

DISCLAIMER AI Usage Policy: Pacer Group uses AI to assist in screening applications. Final hiring decisions are made by human recruiters based on qualifications and experience.