Customer Care Representative II, III

Job description

Anticipated End Date: 2026-10-02 Position Title: Customer Care Representative II, III Job Description: Customer Care Representative II, III 4241 Irwin Simpson Road, Mason, OH Location: This role requires associates to work from the posted locations full-time, enabling consistent face-to-face collaboration, teamwork, and direct engagement. This policy promotes an environment built on in-person interaction, communication, and immediate support. Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law. This position will have on-site training Monday-Friday for the first 8 weeks, onsite post training (Nesting) for additional 6 weeks. You must have 100% attendance during the full duration of training. Training hours: 8am - 5 pm EST Post Training: Ability to work any 8-hour shift M-F between 8 am and 11 pm EST, possible weekend OT as needed How you will make an impact: Analyzes problems and provides information/solutions. Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database. Thoroughly documents inquiry outcomes for accurate tracking and analysis. Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner. Researches and analyzes data to address operational challenges and customer service issues. Provides external and internal customers with requested information. Proficient in all basic customer service functions. Receives and places follow-up telephone calls / e-mails to answer customer questions. Outbound calls are conducted in the ZipDrug business area. Inquiries may also be on a walk-in basis. May require deviation from standard practices and procedures with the assistance of a computerized system. Seeks, understands and responds to the needs and expectations of internal and external customers. Here’s what Elevance Health offers: A career path with opportunity for growth Ability to obtain your Associate’s or Bachelor’s degree or further your education with tuition reimbursement. Affordable Health Insurance, Dental, Vision and Basic Life 401K match, Paid Time Off, Holiday Pay Annual incentive bonus and annual increases plan based on performance. At Elevance Health, the team is comprised of the best and the brightest from diverse experiences, cultures, and backgrounds. The differences we each bring to the table are a part of what makes our company so successful. Minimum Requirements: CCR II: Requires a HS diploma or equivalent and a minimum of 1 year of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background. CCR III: Requires a HS diploma or equivalent and a minimum of 3 years of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background. Preferred Skills, Capabilities, and Experiences: The majority of each day will be spent on the phone. Ability to work from home with hard-wired internet access and a quiet and private workspace strongly preferred. A passion for serving others with the ability to be empathetic and the desire to go above and beyond to help resolve members questions at the first point of contact preferred. A customer advocate willing to listen and find creative solutions to address and resolve customers questions, issues or concerns preferred. A composed individual able to multi-task, navigating multiple computer applications and working efficiently while communicating and serving the customer preferred. Have a strong work ethic and sense of responsibility to your teammates and our members, demonstrated by the simplest things like being on time and available to meet member’s needs, to being accountable for commitments made to customers or others and ensuring follow-ups are completed preferred. Flexible and quick learner, willing to adapt to changing customer and business needs preferred. For URAC accredited areas, the following professional competencies apply: Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills. #EHS Job Level: Non-Management Non-Exempt Workshift: Job Family: CUS > Care Reps Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of Elevance Health. Who We Are Elevance Health is a health company dedicated to improving lives and communities – and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry, looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve. How We Work At Elevance Health, we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy, power our business outcomes and drive our shared success - for our consumers, our associates, our communities and our business. We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short and long term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few. Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager, associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process. The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19 and Influenza. If you are not vaccinated, your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal, state and local laws. Elevance Health is an Equal Employment Opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process should submit the following form: Accessibility Accommodation Request Form and a member of the team will be in contact. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws, including, but not limited to, the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act. Prospective employees required to be screened under Florida law should review the education and awareness resources at HB531 | Florida Agency for Health Care Administration . NOTE: Workday keeps job postings active through 11:59:59 PM on the day before the listed end date. Example: If the end date is 3/13, the posting will automatically come down on 3/12 at 11:59:59 PM. In other words — the job is posted until 3/13, not through 3/13.