Customer Service Representative I – Call Center

About the role

The Customer Service Representative I works in a call‑center environment to deliver high‑quality support to policyholders, members, and providers. This position handles inbound calls, resolves inquiries, and ensures compliance with HIPAA and company policies.

Key responsibilities

• Answer inbound calls following established protocols, aiming for first‑call resolution.
• Document all interactions accurately to maintain service continuity and regulatory compliance.
• Meet productivity, schedule adherence, call‑handling, and quality KPIs.
• Identify service gaps and contribute to continuous‑improvement initiatives.
• Adhere to HIPAA, data‑privacy, and other regulatory requirements during all customer interactions.

Required profile

• High school diploma with at least two years of customer‑service experience, or an associate degree with one year, or a bachelor’s degree with six months of relevant experience.
• Experience in a call‑center environment, preferably within the health‑insurance industry.
• Ability to follow scripts, policies, and operational procedures consistently.

Required skills

• No specific technical skills listed in the posting.