Senior Customer Service Representative - National Remote

Lensa; Tampa (FL); Remote; Full time

Job summary

A leading career site seeks a Senior Customer Service Representative to provide exceptional support to callers. The role involves resolving complex issues, serving as a resource for team members, and ensuring customer satisfaction. This full-time position offers telecommuting flexibility and comprehensive benefits, fostering a culture of growth and inclusion.

Benefits

Comprehensive benefits packages

Incentives

Stock purchase

401k

Qualifications

• 1+ year of customer service or related experience preferred.

Responsibilities

• Serve as a resource or SME for team members and internal customers.
• Handle escalated calls and resolve complex issues efficiently.
• Meet performance goals in efficiency, call quality, and attendance.

Skills

Multi-tasking

Flexibility

Education

High school diploma/GED

Tools

Windows applications

Job description

Senior Customer Service Representative - National Remote

Be among the first 25 applicants. Lensa is the leading career site for job seekers at every stage of their career. Our client, UnitedHealth Group, is seeking professionals. Apply via Lensa today!

Optum, a global organization, delivers care aided by technology to help millions live healthier lives. Your work will directly improve health outcomes by connecting people with care, pharmacy benefits, data, and resources. We foster a culture of diversity and inclusion, offer talented peers, comprehensive benefits, and career development opportunities. Join us to make an impact on communities and advance health equity globally. Caring. Connecting. Growing together.

As a Senior Customer Service Representative, you'll compassionately deliver exceptional experiences to 50-70 callers daily at Tier 1 or Tier 2 levels. You'll remember there's a real person seeking help, guidance, and support. You'll also support your team as a resource or subject matter expert, striving to exceed customer expectations through strong relationships and integrity, ensuring customers and team members feel valued.

This full-time position operates Sunday to Saturday, with 8.5-hour shifts (including a 30-minute unpaid lunch and two 15-minute paid breaks). Shifts fall between 8:00 am and 11:00 pm EST, with details about shift bids and potential overtime discussed during the interview. Training lasts two weeks, from 8:00 am to 4:30 pm MST, Monday to Friday. The role offers telecommuting flexibility within the U.S.

Primary Responsibilities

• Serve as a resource or SME for team members and internal customers
• Handle escalated calls and resolve complex issues efficiently
• Answer calls, identify customer needs (benefits, billing, authorizations), and document information accurately
• Coordinate with care providers and support customer navigation of UnitedHealth Group websites
• Own issues through resolution, providing timely follow-up
• Research complex issues across databases and collaborate with support resources
• Provide updates on pre-authorizations and pre-determinations
• Meet performance goals in efficiency, call quality, provider satisfaction, first call resolution, and attendance

Performance recognition and development opportunities are integral to our environment.

Required Qualifications

• High school diploma/GED
• Must be 18+ years old
• Proficiency with computers and Windows applications
• Successful completion of customer service training and proficiency demonstration
• Availability to work any day of the week, including weekends, within operational hours, with flexibility for overtime

Preferred Qualifications

• 1+ year of customer service or related experience in office, call center, or support roles

Telecommuting Requirements

• Secure handling of sensitive documents
• Dedicated, private work area
• Reliable high-speed internet connection

Soft Skills

• Multi-tasking and understanding of multiple products and benefits
• Flexibility to work scheduled shifts, including overtime and weekends
• Adherence to company telecommuting policies

The hourly pay ranges from $16.88 to $33.22, based on full-time employment factors. Benefits include comprehensive packages, incentives, stock purchase, and 401k, subject to eligibility. We are an equal opportunity employer and a drug-free workplace. Candidates must pass a drug test before employment.