Eligibility Screening Services Representative - Remote

Job Summary The Eligibility Screening Services Representative serves as the initial point of contact for customers, addressing inquiries, resolving issues, and delivering high-quality service to ensure a positive customer experience. This entry-level role requires excellent communication skills, attention to detail, and the ability to manage a variety of customer requests through multiple channels, including phone, email, and chat. The Representative works in a performance-driven environment, adhering to established service metrics and standards, while collaborating with other departments to ensure timely and effective resolution of customer concerns. This is a full-time remote position with a Mon - Fri,  8:30am - 5pm work schedule.  Essential Functions * Responds to customer inquiries through phone, email, chat, or other communication channels, providing accurate and timely information. * Clarifies and resolves customer issues by identifying their needs, determining root causes, and implementing effective solutions. * Escalates complex or unresolved issues to appropriate team members or departments, ensuring prompt follow-up and resolution. * Provides triage support for common issues related to platforms, applications, and back-office processes. * Documents all interactions accurately and thoroughly in the customer relationship management (CRM) system, ensuring detailed records of inquiries and resolutions. * Adheres to quality standards and key performance indicators (KPIs), including productivity, response times, and customer satisfaction ratings. * Delivers exceptional customer service by maintaining professionalism, patience, and a customer-focused attitude in all interactions. * Contributes to a team-oriented work environment by sharing insights, offering assistance, and collaborating effectively with peers and supervisors. * Performs other duties as assigned. * Maintains regular and reliable attendance. * Complies with all policies and standards. Qualifications * H.S. Diploma or GED required * Associate Degree or some college coursework in a related field preferred * 1-2 years of customer service experience required, preferably in a call center or help desk environment required * Familiarity with CRM software and customer service tools preferred Knowledge, Skills and Abilities * Strong verbal and written communication skills, with the ability to clearly convey information and resolve customer concerns. * Proficient in using computer systems, including Microsoft Office Suite and CRM platforms. * Excellent problem-solving and critical-thinking abilities. * Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. * Detail-oriented with a strong focus on accuracy and quality. * Demonstrated ability to work independently and as part of a team. * Strong interpersonal skills and the ability to build rapport with customers and colleagues.