Customer Engagement Specialist - E-Mail/Chat - Seasonal - Full-time / Part-time

Customer Engagement Specialist - Email/Chat - English


A premier growth, retention and service solutions company, aimed at the unique and complex distribution needs of the healthcare market is searching for Customer Engagement Specialists to assist in the operations of its Providence Rhode Island contact center. The Customer Engagement Specialists will be responsible for providing professional and quality service by utilizing strong verbal, written, and interpersonal communication skills and effective telephone techniques.


Position Duties/Responsibilities
• Receive inbound chat and email from customers and small businesses interested in learning about and enrolling in health insurance products.
• Place outbound calls following-up on conversations, educating, enrolling, etc.
• Educate customers on healthcare plans, eligibility, subsidies, related processes
• Provide assistance with plan enrollment
• Provide objective information pertaining to coverage, annual notice of change, pharmacy/network coverage, and drug formularies
• Ensure proactive customer service/sales techniques with the highest degree of courtesy and telephone etiquette
• Perform other duties and tasks as assigned

Minimum Requirements

Knowledge, Skills & Abilities Required
• Strong customer service skills
• Ability to listen carefully, probe for needs, and identify appropriate plan options
• Experience using the Internet, Windows applications (Word, Excel) and e-mail
• Excellent written communication skills (vocabulary and grammar)
• Ability to understand complex healthcare plans and explain/articulate these programs to callers in ways that are clear, correct, and objective
• Prefer 2 years of call center/customer service support
• 2 years retail service preferred


Personal Attributes
• Confident, empathetic, and re-assuring personality
• Multi-tasker capable of engaging a customer, using computer hardware and software, and identifying/finding the next best step in the conversation
• Eager to help people improve their health by obtaining and utilizing healthcare plans and resources
• Consistently productive even when tasks are repetitive
• Easily adaptable to change
• Ability to work a flexible schedule including evenings, weekends, and holidays.