Customer Service Representative Ii

Wellfleet, a Berkshire Hathaway company, delivers customer-centric accident and health insurance, with quality service and uncompromising ethics. Wellfleet works to protect people against risk throughout every stage of life – from grade school to college to the workplace.

Founded in 1993 as Consolidated Health Plans (CHP), Wellfleet, headquartered in Springfield, Mass., is one of the nation’s leading providers of health and accident insurance products to the higher education market.

We are hiring an experienced level II customer service representative. Come join the growing customer service department of a national health insurance company. We offer a supportive work environment with competitive salaries, excellent benefits, and company bonuses.

The ideal candidate in this position is responsible for ensuring the operational functions associated with customer service for health insurance products administered by Wellfleet, including but not limited to; compliance with company standards and industry best practices; consistent delivery of quality services; following policies and procedures and assist with customer questions. Must possess good written and oral communication skills; be a detail-oriented problem solver with good time management skills. Stays abreast of pertinent business and industry knowledge as well as state and federal regulations to maintain compliance.

In this role, you will…

• Strong understanding of the internal processes
• Maintain knowledge of health insurance products serviced at Wellfleet
• Consistently exceed productivity and quality standards
• Strong ability to navigate the systems utilized within the department
• Ability to multitask throughout the day to ensure expectations are met/exceeded
• Ability to diffuse escalated call
• Proactively identify opportunities and assist other queues within the department
• Maintain engagement and motivation to achieving success as an individual and as part of the team
• Consistently maintain a positive and professional attitude
• Perform other duties as assigned, or as situation dictates
• Own the customer experience through answering calls timely/efficiently, resolving issues and honoring commitments made to our customers
• Adhere to deadlines/turn-around times
• Comprehend and interpret documents, such as: training manuals, correspondence, brochures, etc.
• Be Flexible; Ability to adapt in a dynamic work environment; willingness to work a flexible schedule when needed
• Proficiently take calls from all queues assigned to you based on business need
• Ensure that all voicemail and email messages are returned within 24 hours

We are looking for candidates with…

• The ability to help resolve members questions at the first point of contact
• Strong ability to multitask while maintaining integrity and quality of service
• Is personally committed to and actively works towards continuous improvement
• Ability to successfully complete training and begin taking calls for all lines of business within the Customer Service department
• A minimum of two years health insurance experience in a call center environment
• Must have a strong work ethic and sense of responsibility for your teammates and our members, demonstrated by the simplest things like being on time and available to meet member’s needs
• A passion for serving others with the ability to be empathetic
• Excellent customer and interpersonal skills, including written and verbal communication along with phone etiquette skills
• Excellent computer proficiency skills
• The ability to think outside of the box to resolve complex member inquiries

Why Wellfleet?

Here at Wellfleet, we foster a culture of growth that enables engaged and high-performing professionals to be empowered to deliver our mission and vision.

Our employees are a team devoted to providing customer service that exceeds expectations of our members and clients. Successful team members continually look for ways to improve product delivery and value.

Wellfleet offers a competitive compensation package and comprehensive benefits package including life, health and dental, vision, 401K retirement plan, short- and long-term disability coverage, flexible/dependent care spending account, tuition reimbursement, and business casual dress.

Are you interested in exploring a career at Wellfleet? Explore our open positions.

General:

Wellfleet is part of the MedPro Group family. As such, all Wellfleet team members are employees of MedPro Group Inc. We are an Equal Opportunity Employer. The ideal candidate for this position will be located in the Eastern or Central time zone. #LI-KS1 #LI-SS1