Hybrid Customer Service and Benefits Advisor – Hybrid

at AGIA Affinity

• Job title: Customer Service and Benefits Advisor – Hybrid
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $18 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Scottsdale, United States

About the role

• Customer Service and Benefits Advisor servicing member benefit products while delivering high customer service for AGIA. Assisting with inquiries, resolving concerns, and promoting products for satisfaction and retention.

Responsibilities

• Answer incoming calls from members, group participants and other customers, ensuring that all inquiries and issues are handled effectively, in a timely manner, and with a customer service focus.
• Promote AGIA customer service values by being courteous, professional and prompt in all customer interactions.
• Adhere to quality program metrics and achieve quality performance levels.
• Assist members with general service inquiries, billing questions, eligibility updates, and policy-related requests.
• Update and maintain customer billing and eligibility information in appropriate administrative systems.
• Process and fulfill customer requests following approved procedures.
• Support member retention by identifying concerns and providing appropriate solutions when members inquire about changes or cancellations.
• Maintain up-to-date knowledge of products, services, and active offerings to ensure customer satisfaction and identify opportunities to promote additional value.
• Resolve member complaints and concerns through active listening, empathy, and professionalism.
• Identify member needs through strategic questioning to uncover opportunities and recommend high-value products and services that drive long-term member retention and revenue growth.
• Share successes, feedback, and new ideas with team members in order to achieve both individual and team goals.
• Perform other miscellaneous functions and special projects as assigned.

Requirements

• High school diploma or equivalent
• Minimum two years of high volume customer call center experience
• Previous customer service experience required
• Knowledge of call center customer service principles and practices
• General understanding of service-based customer engagement principles
• Knowledge of call center environment and expectations
• Ability to work in a fast-paced, high call center environment
• Proven ability to maintain composure in stressful situations and manage/diffuse concerned customers
• Basic proficiency in MS Office

Benefits

• No nights, weekends, or holidays
• Hybrid WFH schedule after an orientation period
• Participation in Sales Incentives Program
• Health benefits including medical, dental, and vision
• 401K with 100% company match up to 3% of annual income and an additional 50% match on next 2% of income
• Prefunded optional FSA
• 100% covered Life Insurance
• Accidental Death and Dismemberment Insurance
• Short Term/Long Term Disability
• $250 Wellness Benefit
• In-network provider coverage for mental health, reproduction, chiropractic, and massage therapy