**Job Title:** Online Call Center Associate
**Company:** Humana
**Location:** Washington, D.C., US
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Experience Required:** 4 years
**About Us:**
At Humana, we prioritize innovation and commitment to customer service excellence. We recognize that our employees are our strongest asset, and we are focused on creating an inclusive and dynamic working environment that fosters growth, resilience, and collaboration.
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**Job Summary:**
We are seeking a motivated and resilient Online Call Center Associate to join our dedicated team in Washington, D.C. In this part-time role, you will be responsible for providing exceptional customer service, supporting our clients, and enhancing their overall experience with Humana. You will work in a flexible environment that adapts to change rapidly and emphasizes efficiency.
**Key Responsibilities:**
- Respond promptly to customer inquiries via phone, chat, or email, providing clear, effective solutions and guidance related to our services and products.
- Maintain comprehensive knowledge of Humana's offerings, policies, and procedures to provide accurate information to clients.
- Handle customer complaints and concerns, employing effective problem-solving techniques to ensure customer satisfaction and retention.
- Utilize CRM software to log customer interactions, manage leads, and track resolutions, ensuring accurate record-keeping.
- Collaborate with team members and management to identify opportunities for process improvements and enhance the overall customer experience.
- Demonstrate leadership skills by mentoring new team members and providing training support, enhancing team performance and morale.
- Participate actively in team meetings, contributing ideas for operational efficiencies and customer service strategies.
- Adapt to changing business needs, policies, and technologies, demonstrating resilience in a dynamic work environment.
- Follow up on outstanding issues and escalations, ensuring that customers are kept informed and their needs are met in a timely manner.
- Maintain compliance with all regulatory and procedural requirements and adhere to company guidelines.
**Requirements:**
- A minimum of 4 years of experience in a customer service or call center environment.
- Proven track record of delivering exceptional customer service and managing client relationships.
- Strong leadership and people management skills to support team dynamics and drive performance.
- Excellent verbal and written communication skills with exceptional attention to detail.
- Ability to work independently as well as in a team-oriented environment.
- Proficient with customer relationship management (CRM) systems and various communication platforms.
- Ability to thrive in a fast-paced environment, adapting quickly to change and managing multiple tasks.
- Strong problem-solving and critical thinking skills, with an emphasis on customer satisfaction.
- High school diploma or equivalent; additional qualifications in communication or customer service are a plus.
**Desired Personality Traits:**
- **Motivated:** A self-starter who takes initiative to improve processes and enhance customer satisfaction.
- **Resilient:** Ability to remain positive and effective under pressure, demonstrating perseverance in challenging situations.
**Benefits:**
- Company equipment provided to ensure a seamless remote working experience.
- Joining bonus for new employees excited to embark on their journey with Humana.
- Relocation allowance available for qualified candidates moving to the Washington, D.C. area.
**Working Environment:**
You will enjoy a flexible working environment that values adaptability and responsiveness. At Humana, we embrace change and seek individuals who thrive amid evolving challenges, maintaining a focus on excellence in customer care.
**Application Deadline:** October 2, 2024
**Equal Opportunity Statement:**
Humana is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
