Inbound Call Center Representative

Careington International; Frisco (TX); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

PTO

11 paid holidays

401(k) with Fidelity

Career advancement

Job summary

Careington International in Frisco, TX is seeking energetic Customer Care Representatives to work onsite 40 hours per week at 6435 Flyers Way. You will answer inbound calls, provide information, and resolve concerns with a customer-first mindset.

Training is required for the first weeks, with Monday–Friday 8:30 a.m.–5:00 p.m. Schedule and six-month raises are part of the program; bilingual English/Spanish may qualify for additional compensation. Drug screen and background check are required.

Qualifications

• Clear communication and active listening to resolve customer concerns.
• Ability to follow processes and document interactions accurately.
• Willingness to learn and adapt in a fast-paced call center environment.

Responsibilities

• Handle inbound calls and provide accurate information to customers.
• Resolve concerns with efficiency and courtesy while maintaining professionalism.
• Document interactions and resolution steps in the CRM system.

Skills

Clear communication

Active listening

Problem-solving

Education

High school diploma or GED

Tools

CRM systems

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

For more than 45 years, Careington International has been a leader in the health and wellness benefits space. Since its founding in 1979, Careington has been delivering dental discount solutions as its core competency.

Today, Careington has expanded to offer a growing portfolio of 150+ health, wellness, lifestyle and virtual health products and services designed to deliver cost savings across a spectrum of life needs. Through its affiliated nationally licensed third-party administrator (TPA), Careington also delivers full-scale administrative services, including customer service, licensed enrollment, claims administration, individual and group billing.

Careington International's U.S. based Customer CARE team supports 50+ million members and thousands of clients across all Careington companies and brands nationwide. Based in Frisco, TX, the contact center is home to over 150 dedicated Customer CARE representatives who provide live-agent assistance for product education, account maintenance, eligibility verification, provider searches, fulfillment requests, claims inquiries and other concierge services.

Careington International Corporation is seeking energetic, career-oriented Customer Care Representatives to work 40 hours per week, onsite, Monday through Friday at 6435 Flyers Way, Frisco, TX 75033.

There are no remote options for this role.

The Opportunity:

As a Customer Care Representative you'll be accountable for creating a positive experience for customers by answering inbound calls, providing helpful information, and resolving concerns with efficiency and care. In this role, you will use clear communication, active listening, and basic problem‑solving skills to support customer needs while maintaining a friendly and professional tone.

This position contributes to the organization’s commitment to high‑quality service by ensuring each interaction is handled accurately, courteously, and with a customer‑first mindset.

Additional expectations within this role

• Take ownership of customer concerns through resolution and ensuring a positive experience.
• Escalation of complex or high-priority issues to appropriate teams when necessary.
• Document all customer interactions, resolution steps, and case notes accurately in CRM systems.
• Meet or exceed performance metrics, including quality scores, schedule adherence, after-call work (ACW), and average handle time (AHT).
• Collaborate with peers, supervisors, and support teams to resolve customer issues and improve processes.
• Participate in coaching sessions, quality calibration, and training initiatives.

Hourly pay begins at $18.25 per hour with opportunities for raises during your initial six months of employment.

Bilingual in English and Spanish? You may qualify for increased hourly pay following evaluation.

First 5 weeks of employment expectations:

• Initial Product Training: Mandatory 100% attendance required during initial six to seven days of classroom, product training
• Week 2 through week 5: Participate in live customer calls with tenured Customer Care staff assisting you and TEAMS IM tool to prepare you for entry to the call center floor.
• Schedule during initial 5 weeks: Monday through Friday, 8:30 a.m. – 5:00 p.m.
• Efficiently navigate up to six software applications across multiple monitors while managing inbound calls
• Utilize Microsoft Office Suite (Word, Excel, Outlook) daily to support customer interactions and internal operations
• Maintain a professional, patient, and helpful phone demeanor to build strong customer relationships
• Apply prior call center experience to deliver high-quality service (preferred but not required)
• Bilingual proficiency in Spanish is a plus and may qualify for additional compensation

Requirements:

• Onsite interviews at 6435 Flyers Way, Frisco, TX 75033
• Work Monday through Friday, on-site at the above address
• Use a wired headset provided by the company
• Must pass a drug screen and criminal background check
• Benefit eligibility for you and your dependents begins on the first day of the month following 60 days of employment
• Paid time off accrual and 11 paid holidays per calendar year
• Access to a 401(k) plan with Fidelity after 90 days of employment
• Clear pathways for career advancement within the Call Center and within other Careington departments
• Semi-monthly paydays on the 15th and last day of each month

If you are a recent high school or college graduate, please review the video link below for more details about the Customer Care department and role.