Customer Care Representative

Our Company Explore how you can contribute at AmeriLife . For over 50 years, AmeriLife has been a leader in the development, marketing and distribution of annuity, life and health insurance solutions for those planning for and living in retirement. Associates get satisfaction from knowing they provide agents, marketers and carrier partners the support needed to succeed in a rapidly evolving industry. Job Summary Senior Healthcare Direct is a leading Medicare and ancillary call center committed to providing exceptional customer experiences. We are seeking dedicated and passionate individuals to join our dynamic team as Customer Care Representatives. The Customer Care Representative is responsible for handling inbound calls, researching, and resolving issues, and accurately responding to inquiries presented by applicants, policyholders, agents, or medical providers in a timely and professional manner. Job Description Duties/Responsibilities: The following reflects duties for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time for business reasons. • Handle customer and internal inquiries professionally, accurately, and completely, primarily by phone, while delivering a high level of customer service. • Utilize internal systems, web-based software, CRM, telephony systems, and other available resources to research information, resolve inquiries, and provide accurate and timely responses. • Apply strong data-entry and administrative skills to accurately document and maintain customer and business information. • Apply product knowledge, company policies, procedures, and available resources to effectively address customer needs and determine the appropriate resolution or next steps. • Accurately identify when a request requires additional assistance or escalation, route the request appropriately, and complete follow-up as needed. • Maintain a strong working knowledge of company policies, procedures, products, and processes and apply that knowledge consistently in customer interactions. • Effectively manage challenging customer interactions, de-escalate concerns when possible, and escalate appropriately when additional assistance is required. • Maintain concise, factual, and objective documentation of customer interactions and actions taken, as applicable. • Protect confidential customer information and consistently comply with all HIPAA, PHI, and applicable company requirements. • Meet established Customer Care quality standards and performance expectations while contributing to a positive customer experience and a collaborative team environment. Qualifications • Excellent communication skills, both verbal and written • Strong problem-solving and decision-making abilities • Empathetic and patient with the ability to handle challenging situations. • Customer-focused mindset with a dedication to delivering exceptional service. • Ability to multitask and work in a fast-paced environment. • Previous customer service experience is a plus. Minimum Job Requirements: • High School Diploma or equivalent • Proficiency in using Computer Systems and software. • 3-5 years of Customer service experience. Preferred Job Requirement: • Call center experience • Previous experience in insurance operations, customer service or insurance agency/call center preferred. Knowledge, Skills, and Abilities • Ability to learn, understand, and apply complex concepts, practices, and procedures related to the insurance industry, company products, and business processes. • Strong attention to detail and commitment to accuracy. • Effective verbal and written communication skills, with the ability to communicate clearly and professionally with customers, coworkers, and leadership. • Strong active listening, problem-solving, and critical-thinking skills, with the ability to assess situations, identify appropriate solutions, and determine when escalation is necessary. • Ability to work effectively with individuals and teams across different areas and levels of the organization to achieve common goals. • Ability to manage multiple priorities while maintaining accuracy, productivity, and quality with limited supervision. • Adaptability and willingness to learn and apply new systems, processes, products, and procedures as business needs evolve. • Ability to build and maintain positive working relationships with coworkers, internal partners, and external customers. • Ability to remain professional and composed during challenging customer interactions and effectively apply de-escalation and conflict-resolution skills. • Strong computer skills, including accurate data entry and proficiency with business systems, Microsoft Office, and basic spreadsheet functions. • Dependable and accountable, with consistent attendance, schedule adherence, and commitment to meeting established expectations. • Ability to work collaboratively and contribute positively to team goals, customer service standards, and overall business objectives. Work From Home – Requirements : • Reliable Internet Connection: Maintain a stable, high-speed internet connection sufficient to support required business systems, applications, and phone services. • Company-Provided Equipment: SHD will provide the computer, headset, and required software and systems necessary to perform the essential functions of the position. Employees are responsible for maintaining company-provided equipment in good working condition and promptly reporting technical issues. • System Accessibility & Security: Maintain the ability to securely access SHD systems, applications, and resources from the remote work environment and comply with all applicable information security, privacy, and data protection requirements. • Confidential Work Environment: Employees must be able to perform their job responsibilities in an environment that protects customer and company information and prevents unauthorized individ