Why AGIA? AGIA Affinity is a growing insurance and member benefits marketing and administration partner to some of the largest and most iconic associations and organizations in the country. Based in California, we have long sought to improve the lives of not only our client members but our internal members as well. Schedule and Time Off: This Customer Service position is fully remote after training and 60 days. We offer 10 days of vacation your first year, and each year you gain an additional day. Each year, you'll be earning more vacation time at a faster rate. Every associate gets 13 paid and closed holidays each year. Every associate gets 48 sick hours each year. What Will You Do? AGIA Affinity is seeking a Customer Service Representative to join the team in Scottsdale, AZ. This position is responsible for providing service to the customer including general service inquiries, resolving customer concerns, and educating customers on the value of existing insurance products and non-insurance products.

The position is scheduled to start training on January 23, 2023

Training hours are Monday through Friday, 7:30am-4:00pm. Once training is complete an 8-hour shift Monday through Friday between the hours of 5am and 5pm will be assigned.

Essential Job Functions

Answer incoming non-complex customer service calls and claim calls from policyholders, group members, and other customers with moderate technical proficiency, ensuring that all inquiries and issues are handled effectively, in a timely manner, and with a customer service focus.

Promote AGIA customer service values by being courteous, professional, and prompt in all customer interactions.

Adhere to quality program metrics and achieve quality performance levels.

Update and maintain customer billing and eligibility information in all required and appropriate areas of the administrative system.

Process and fulfill customer requests in adherence with approved and prescribed policies and procedures.

Assist with cross-training others in the department on request.

Maintain current knowledge of policies, procedures, and product changes, including active offers to members.

Share successes, customer feedback, and new ideas with team members to promote continuous improvement and an excellent customer experience.

Qualifications

High school diploma or equivalent

3 months of customer service experience, preferably in a high-volume customer call center

Knowledge of customer service principles and practices

Ability to work independently or as a team member

Ability to relate well with customers and express ideas clearly

Attention to detail

Ability to work in a fast-paced and changing environment

Ability to maintain composure in stressful situations and to manage or diffuse concerned customers

Basic proficiency in MS Office

Work Environment

No weekend or evening work; Monday-Friday only

Remote work after training

Flexible work from home options available.