Call Center Representative, Part-time

Vimly is looking to hire a Call Center Representatives to answer customer calls, provide information, and resolve issues. The Call Center Representative will also be responsible for guiding customers through troubleshooting accounts, de-escalating situations, and updating customer accounts.

The ideal candidate will be comfortable answering 30-50 inbound calls a day and will need to be technically capable as they will be operating multiple programs on a dual monitor set up.

This role is Part-time, to ensure proper coverage, this role will work during the hours of 8:30am-1pm PST with a 30-min lunch.

Job Responsibilities
• Provide dedicated, personalized support customer service and issue resolution over the phone and email.
• Complete investigations and answer questions regarding healthcare benefits, claims resolution, payments, reimbursements, denials and general inquiries.
• Listen and respond appropriately to customer including the use of techniques to diffuse escalating situations.
• Provides accurate, valid and complete information to employers/members by using the right methods and tools.
• Be able to maintain confidentiality with shared information.
• Make outbound calls to members or employers for additional information or follow up.
• Identify and escalate priority issues if cannot be resolved within call center.
• Update existing customer information in database systems.
• Document all employer/member contacts within call logs and systems.
• Process various documents to ensure optimal service.
• Utilize computer technology to handle high call volumes.
• Other duties as assigned.

What Will Help You Excel
• Alignment with Vimly’s core values, fundamentals and strategic goals
• Excellent verbal and written communication skills
• Excellent interpersonal and active listening skills
• Problem analysis and problem solving
• Customer service orientation
• Organizational skills
• Attention to detail
• Ability to use good judgment
• Adaptability
• Teamwork
• Stress tolerance
• Resilience

Qualifications: • High school education or equivalent • 1-2 years of experience in a call center or customer service environment handling high volume of calls • 3-5 years customer service experience • Employee benefits experience preferred (enrollment, eligibility, claims processing, billing) • Proficient in Microsoft Office Suite required • Data entry and typing skills required • Fluency in more than one language (bilingual) is a plus

What We Offer

Pay rate: $20.50/hour - $23.00/hour. This role is non-exempt and eligible for approved overtime. Actual compensation offered may vary depending upon many factors, including a candidate’s skills, qualifications, experience, and location.

Vimly has contracted Innovative Employee Solutions (IES) as employer of record for temporary employees assigned to work for Vimly. You may be eligible for the following benefits through IES:
• 401(k) Retirement Plan
• Medical, Dental and Vision Coverage
• Voluntary benefits (i.e. Critical Illness, Accident, Hospital Indemnity)
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Commuter Benefits - Transit & Parking
• IES Employee Discount Program
• Sick time based on State or local requirements
• Eligible for same holidays as Vimly employees

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