Federal Employee Insurance Customer Service Agent

Accountabilities: Handle inbound customer inquiries and outbound calls with professionalism, courtesy, and a strong focus on customer satisfaction. Answer questions and resolve concerns related to insurance benefits and enrollment using web-based systems and client-specific procedures. Accurately document customer interactions and inquiry details in databases and update customer information when necessary. Actively listen to customers and identify opportunities to provide additional relevant information or support. Follow up with customers as needed to ensure inquiries are appropriately addressed. Conduct outbound surveys to collect client-specific information. Use contact center performance data to identify opportunities for improving service and individual performance. Maintain reliable attendance and adherence to assigned shifts and schedules. Requirements High school diploma or GED required. Previous call center or customer service experience is highly desirable. Strong verbal and written communication skills, with the ability to interact professionally with a wide range of customers. Strong multitasking and organizational abilities. Excellent computer and navigation skills, including working with dual monitors, multiple browser tabs, and database systems. Ability to sit and work at a computer for extended periods. Ability to use a webcam during training and production. Successful completion of required pre-employment testing, background investigation, drug screening, and internet speed testing. Ability to work remotely from an enclosed, secure workspace free from distractions. Reliable high-speed, non-cellular home internet such as fiber, DSL, or cable; hotspots, satellite, and wireless internet services are not permitted. Ability to attend all scheduled training sessions and maintain consistent punctuality and attendance. Benefits Pay: $15.25 per hour plus a $4.93 per hour health and welfare stipend, for a total of $20.18 per hour . Paid training: Comprehensive training is provided, with training expected to last approximately one week. Remote work: Work from home with an approved secure workspace and qualifying high-speed internet connection. Flexible scheduling: Monday through Friday, with schedules assigned weekly between 8:00 AM and 9:00 PM EST. Additional hours: Opportunities for additional hours may be available during peak demand and enrollment periods. Variable schedules: Minimum schedules may be as low as 24 hours per week, with shift lengths and start/end times varying according to business needs. Temporary assignment: The position is expected to continue through December. Internal mobility: Eligible employees in good standing may access a dedicated transfer program to explore other opportunities after the assignment. Military support: Military veterans and military spouses are encouraged to apply.