Customer Care Advisor

About NCD

At NCD, a leading insurance provider, our team thrives on a culture of positivity, growth, and helpfulness. We are comprised of a diverse group including winners, nerds, and gamers who blend kindness and fun with a strong dedication to exceptional member satisfaction. Partnering with MetLife, VSP, and Zurich, we excel in dental and vision insurance, continually expanding while maintaining a commitment to exemplary service for both agents and customers.

Role Summary

We seek a remote Customer Care Advisor who excels at building connections and listening attentively. This role is entirely remote and involves committed phone-based service and support to our customers, ensuring timely, professional interactions in a distraction-free workspace. Training is paid and remote for 2-4 weeks, with equipment supplied.

Key Responsibilities

• Manage inbound and outbound communications with members and healthcare providers.
• Engage with clients using multiple channels such as phone, email, and chat.
• Provide detailed information and assistance on member products, policies, transactions, and dispute resolution.
• Coordinate referrals to licensed agents for new enrollments or changes.
• Handle billing and service complaints, escalating complex issues appropriately.
• Accurately document all interactions in CRM software.
• Maintain an updated knowledge of all company offerings.
• Educate members on health management and benefit optimization.
• Cultivate trust to enhance member retention throughout their healthcare journey.
• Achieve performance targets related to call quality, service efficiency, member satisfaction, volume, and adherence to schedules.
• Participate actively in team meetings, training sessions, and continuous learning activities.

Qualifications

• Minimum of two years of experience in customer service or call center environments.
• College degree is preferred but not mandatory.
• Strong spoken and written communication skills.
• Proficient with computers, including MS Word, Excel, Outlook, and Microsoft Teams.
• Ability to multitask effectively across listening, typing, speaking, and navigating software interfaces.
• Bilingual Spanish skills are an advantage and come with additional pay.

Benefits

• Health, dental, life, and disability insurance fully covered by the company.
• 401(k) plan with employer matching contributions.
• Support for professional growth and development.
• Work-from-home equipment allowance and resources.
• A supportive and positive workplace culture.

Compensation

The hourly wage is between $17.50 and $18.50, dependent on experience and qualifications.