104 Customer Service Representatives jobs in Schlusser

Description
A Call Center Representative is responsible for managing inbound and outbound customer interactions to address inquiries, resolve issues, and provide information about products and services. They play a key role in ensuring customer satisfaction and maintaining the company's reputation for excellent customer service. This role typically requires strong communication skills, problem-solving abilities, and the capacity to work in a fast-paced environment.
Responsibilities:
+ Customer Interaction: Handle incoming calls, emails, or chats from customers, addressing their questions, concerns, and needs promptly and professionally.
+ Issue Resolution: Identify customer issues and resolve them efficiently, escalating complex problems to higher-level support when necessary.
+ Product Knowledge: Maintain a thorough understanding of the company's products, services, and policies to provide accurate information and make recommendations to customers.
+ Data Entry: Accurately document customer interactions, feedback, and inquiries in the company's Customer Management System (e.g., Salesforce).
+ Sales Support: When applicable, identify opportunities to upsell or cross-sell products and services to meet specific customer needs.
+ Performance Metrics: Meet or exceed key performance indicators (KPIs) such as call resolution time, customer satisfaction scores, and call volume targets.
Requirements
+ Strong verbal and written communication skills.
+ Excellent interpersonal skills and the ability to build rapport with customers.
+ Basic typing and computer skills; proficiency in CRM systems is a plus.
+ Problem-solving abilities and a detail-oriented mindset.
+ Ability to handle difficult situations calmly and professionally.
Preferred Experience:
+ Prior experience in a call center or customer service role is advantageous.
+ Familiarity with sales processes, customer feedback management, or related industries is a plus.
This role is integral to fostering positive customer relationships and driving client satisfaction. A successful Call Center Representative demonstrates empathy, efficiency, and enthusiasm in all interactions.
TalentMatch®
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app ( and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use ( .

Description
EZ Pass - Customer Service Representative Job Description
Payrate: 18/Hr
Shifts: Monday-Friday, all day shifts - hours will be communicated by OPM
Holiday Pay
PTO (Paid Time Off) Accrual
Opportunity to apply to work from home at 90 days on assignment
Compliance: Drug Screen, BG Check & any applicable EZPass fines identified at submittal
- About EZPass:
o New hires can join a local leader in transit technology! Since 1939, EZpass's award-winning organization has grown to become a leading service provider for government agencies and transportation department across the U.S.
- This position is responsible for answering incoming phone calls from existing customers regarding account information and offering information to potential customers.
- Taking new applications and processing payments via phone, documenting customer concerns and problems, updating and changing account holder information, basic data entry and follow up mail & email correspondence.
- Performs account maintenance, including account changes, adjustments, and statement requests
- Accurately explains the terms/conditions and policies/procedures relating to the account
- Prepares reports including CSR Daily Activity report and cash out report
- Demonstrate the ability to proactively address customer requests and explain terms and conditions
- Position offers Monday-Friday day shift hours
Skills
Customer service, Call center, microsoft office, data entry, Customer support, Customer service skills, Customer service oriented
Top Skills Details
Customer service,Call center,microsoft office,data entry,Customer support,Customer service skills,Customer service oriented
Additional Skills & Qualifications
Must Haves:
1. Proficient Data Entry and Computer Literacy
2. Positive demeanor
3. Customer Service experience - Call Center preferred, but not necessary
4. Strong attendance record
5. Reliable transportation or ability to travel on the bus route
6. HS Diploma or GED - need proof for onboarding
Experience Level
Entry Level
Pay and Benefits
The pay range for this position is $18.00 - $18.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Harrisburg,PA.
Application Deadline
This position is anticipated to close on Oct 9, 2025.
h4>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Claims Call Center Representative

Zurich is a leading multi-line insurer that serves its customers in global and local markets. Zurich's customers include individuals, small businesses, and mid-sized and large companies, as well as multinational corporations.
We are seeking confident, outgoing, and self-motivated Customer Care Professionals to join our dedicated contact center team inNovember 2025. If you are passionate about customer service and want to help people, we want to talk to you. You will work 100% remote from your home office. This role offers an in-depth training that covers everything you'll need to get started.
Responsibilities include:
+ Manage incoming inquiry calls of different levels of complexity, ensuring a positive customer experience.
+ Resolve complex claims inquiries and problems, judging when to pass complex queries on to or involve others to provide an effective service and clear advice to colleagues and customers.
+ Liaise with internal and external clients to exchange information, clarify facts, and resolve queries and/or problems efficiently.
+ Provide feedback and recommendations to the team to improve the quality of customer care.
+ Follow procedures to ensure adherence to the company's risk and compliance policies.
Highlights:
+ Available shifts start between 8:30 am to 10:00 am (Central Standard Time)
+ Work remotely (100%)
+ Annual Merit Increase & Bonus Opportunity
+ Amazing PTO
+ 401K Match
+ Career mobility
+ Medical, Vision & Dental
Basic Qualifications:
+ High School Diploma or Equivalent
+ +6 months or more of customer service experience
+ Data entry experience
Work from home office requirements:
+ Designated workspace free from noise and other distractions
+ Minimum internet connection via stable, high-speed internet connection of at least 5 Mbps up and 10 Mbps down
Preferred Qualifications:
+ 6 months or more of call center experience
+ Strong data entry skills and the ability to type 32 WPM or more
+ Demonstrated proficiency in Windows based operating systems and Microsoft office
+ Ability to navigate multiple computer screens and browsers quickly and accurately
+ Strong comprehension skills, professional demeanor
+ Solid oral & written communication skills
+ Demonstrated strong attention to detail and solid problem-solving skills
+ Insurance knowledge preferred
At Zurich, compensation for roles is influenced by a variety of factors, including but not limited to the specific office location, role, skill set, and level of experience. In compliance with local laws, Zurich commits to providing a fair and reasonable compensation range for each role. For more information about our Total Rewards, please clickhere ( . Additional rewards may encompass short-term incentive bonuses and merit increases. We encourage candidates with salary expectations beyond the provided range to apply as they will be considered based on their experience, skills, and education.The compensation indicated represents a nationwide market range and has not been adjusted for geographic differentials pertaining to the location where the position may be filled. The proposed hourly rate for this position is $17.84 - $22.74, with short-term incentive bonus eligibility set at 5%.
As an insurance company, Zurich is subject to 18 U.S. Code § 1033.
A future with Zurich. What can go right when you apply at Zurich?
Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 150 years of experience managing risk and supporting resilience. Today, Zurich North America is a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. We serve more than 25 industries, from agriculture to technology, and we insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, we strive to provide ongoing career development opportunities, and we foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our colleagues, our customers and the communities we serve. Zurich maintains a comprehensive employee benefits package for employees as well as eligible dependents and competitive compensation. Please clickhere ( to learn more.
Zurich in North America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich American Insurance. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.
Location(s): AM - Remote Work (US)
Remote Working: Yes
Schedule: Full Time
Employment Sponsorship Offered: No
Linkedin Recruiter Tag: #LI-MM1 #LI-REMOTE
EOE Disability / Veterans

**BACKGROUND**
The Homeland Security Investigations Tip Line (HSITL) is a national intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). A unit within the ICE Intelligence Directorate, the call center is located in Williston, Vermont, and serves ICE's internal and external law enforcement customers and the public at large 24 hours a day, 7 days a week, 365 days a year. Toll-free and direct-dial telephone lines and an on-line web form are available to the public 24 hours every day enabling the public to provide information to ICE about criminal or suspicious activity. The HSITL is ICE's primary point of contact for the public and select government and non-government partners to report suspicious activity and alleged violations of immigration and customs law.
**SCOPE**
The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.
**Position Objective:** The Jr. Customer Service Representative (CSR) will provide intake, analysis, and documentation support to the Homeland Security Investigations (HSI) Tip Line, a 24/7/365 national intake center that receives reports of criminal or suspicious activity. Jr. CSRs serve as frontline call handlers, responsible for responding to calls and web tips, recording information accurately, conducting preliminary analysis, and forwarding actionable information to ICE personnel.
**Duties and Responsibilities:**
+ Answer and track incoming calls, eliciting details from callers to capture actionable information.
+ Review and process online/web tips to determine if further analysis or referral is required.
+ Conduct preliminary research in government and open-source databases to verify information.
+ Document calls, tips, and findings in government systems in compliance with DHS privacy and security policies.
+ Draft and route reports to appropriate ICE field offices following established procedures.
+ Support mission-critical operations by processing a minimum number of calls and web tips per shift as dictated by ICE standards.
+ Collaborate with Sr. CSRs and federal staff to ensure accurate intake and processing of sensitive information.
+ Participate in required training sessions, team meetings, and quality assurance activities.
**Qualifications**
**Basic Qualifications:**
+ **High school diploma required.**
+ **Minimum of** **three (3) years specialized experience** **in a contact center environment answering and responding to inbound calls of comparable complexity.**
+ **Demonstrated knowledge and ability in the following areas:**
+ **Searching and researching multiple databases.**
+ **Operating effectively in a high-volume contact center environment.**
+ **Multitasking, including data entry and live communication simultaneously.**
+ **Engaging with diverse individuals from varying professional and administrative backgrounds.**
+ **Conceptualizing scenarios and communicating them clearly.**
+ **Independently analyzing and interpreting sensitive information.**
+ **Actively listening to and documenting sensitive information.**
+ **Communicating effectively both orally and in writing.**
+ **Utilizing telephony systems, CRM/ticketing systems, and Microsoft Office Suite.**
+ **Citizenship:** **U.S. Citizenship required.**
**Minimum Qualifications:**
+ **Prior experience in federal, law enforcement, or DHS-related contact centers.**
+ **Fluency in Spanish (desirable but not required).**
+ **Ability to work effectively under pressure in a fast-paced, mission-critical environment.**
+ **Strong documentation, attention to detail, and problem-solving skills.**
+ **Flexibility to work assigned shifts, including nights, weekends, and holidays.**
+ **Willingness to learn and advance to more complex CSR responsibilities under guidance of Sr. CSRs.**
***This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.**
**To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**
**GAP Solutions provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at** ** ** **. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.**
**GAP Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.**
**_This position is contingent upon contract award._**

**BACKGROUND**
The Homeland Security Investigations Tip Line (HSITL) is a national intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). A unit within the ICE Intelligence Directorate, the call center is located in Williston, Vermont, and serves ICE's internal and external law enforcement customers and the public at large 24 hours a day, 7 days a week, 365 days a year. Toll-free and direct-dial telephone lines and an on-line web form are available to the public 24 hours every day enabling the public to provide information to ICE about criminal or suspicious activity. The HSITL is ICE's primary point of contact for the public and select government and non-government partners to report suspicious activity and alleged violations of immigration and customs law.
**SCOPE**
The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.
**Position Objective:** The Sr. Customer Service Representative (CSR) will provide senior-level intake, analysis, and documentation support to the Homeland Security Investigations (HSI) Tip Line, a 24/7/365 national center for reporting criminal or suspicious activity. Sr. CSRs serve as experienced analysts who process sensitive tips, ensure accuracy and compliance, and provide mentoring to junior staff to strengthen ICE's law enforcement mission.
**Duties and Responsibilities:**
+ Answer and track incoming calls, eliciting and recording actionable details from callers.
+ Review, analyze, and process online/web tips to determine jurisdiction and law enforcement referral requirements.
+ Research corroborative information in law enforcement, DHS, and open-source databases.
+ Document calls, tips, and research results accurately in government systems, safeguarding PII and Sensitive PII.
+ Draft and route detailed reports to ICE field offices and notify duty agents/officers of urgent matters.
+ Provide on-the-job training and mentoring to new Customer Service Representatives.
+ Create ad-hoc reports upon request and support recurring team meetings.
+ Collaborate with federal staff and ensure compliance with DHS policies, privacy regulations, and security standards
**Qualifications**
**Basic Qualifications:**
+ **High school diploma required.**
+ **Minimum of** **5 years of specialized experience** **in a contact center environment handling inbound calls of similar complexity.**
+ **Demonstrated experience in:**
+ **Searching and researching multiple databases.**
+ **Resolving a wide variety of complex stakeholder issues.**
+ **Working on multiple projects simultaneously in a high-volume contact center.**
+ **Engaging with diverse stakeholders from various professional/administrative backgrounds.**
+ **Multitasking effectively, including simultaneous data entry and live communication.**
+ **Conceptualizing scenarios and communicating them clearly to stakeholders.**
+ **Independently interpreting, analyzing, and reporting sensitive information.**
+ **Actively listening to and processing complex information.**
+ **Communicating effectively both orally and in writing.**
+ **Utilizing telephony systems, CRM/ticketing systems, and Microsoft Office Suite.**
+ **Providing on-the-job training and support to junior CSRs.**
+ **Creating accurate ad-hoc reports and supporting weekly/bi-weekly CSR meetings.**
+ **Proficiency with telephony systems, CRM/ticketing tools, and Microsoft Office Suite.**
+ **Strong oral and written communication skills.**
+ **U.S. Citizenship or Legal Permanent Resident status (required for DHS contracts).**
**Minimum Qualifications:**
+ **Prior experience supporting DHS, ICE, or law enforcement-related contact centers.**
+ **Demonstrated ability to conceptualize complex scenarios and communicate them clearly.**
+ **Strong interpersonal and mentoring skills to train and support junior CSRs.**
+ **Proven ability to create clear ad-hoc reports and support team meetings.**
+ **High attention to detail with strong active listening and documentation skills.**
+ **Ability to handle sensitive and confidential information with discretion.**
+ **Flexibility to work assigned shifts, including evenings, weekends, and holidays.**
***This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.**
**To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.**
**GAP Solutions provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at** ** ** **. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.**
**GAP Solutions is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics.**
**_This position is contingent upon contract award._**

**BACKGROUND**
The Homeland Security Investigations Tip Line (HSITL) is a national intake center for the receipt of alleged criminal or suspicious activity administered by U.S. Immigration and Customs Enforcement (ICE). A unit within the ICE Intelligence Directorate, the call center is located in Williston, Vermont, and serves ICE's internal and external law enforcement customers and the public at large 24 hours a day, 7 days a week, 365 days a year. Toll-free and direct-dial telephone lines and an on-line web form are available to the public 24 hours every day enabling the public to provide information to ICE about criminal or suspicious activity. The HSITL is ICE's primary point of contact for the public and select government and non-government partners to report suspicious activity and alleged violations of immigration and customs law.
**SCOPE**
The HSITL has a requirement for remote Customer Service Representatives to augment current federal staff. The contractors will be expected to provide customer service and interpersonal communication skills to support the ICE law enforcement mission, as well as maintain public and community relations by answering incoming calls and processing web tips. They will review, analyze, and process tips for further action. The HSITL operates around the clock, every day of the year and requires the services to be available during all times as necessary to augment federal staff.
**Position Objective:** The Program Manager (PM) will serve as the primary point of contact with the Government for all contractual, technical, staffing, and performance issues related to the HSI Tip Line Call Center contract. The PM is responsible for ensuring contract compliance, managing overall program execution, and leading a team of Sr. and Jr. Customer Service Representatives. The PM will oversee staffing, training, performance monitoring, reporting, and communication with DHS/ICE leadership.
**Duties and Responsibilities:**
+ Serve as the single point of contact for the Contracting Officer (CO) and Contracting Officer's Representative (COR).
+ Provide overall management, direction, and oversight of the contract, including staffing, scheduling, and performance monitoring.
+ Ensure compliance with DHS/ICE policies, procedures, and security requirements.
+ Manage contract deliverables including staffing plans, progress reports, training plans, and meeting participation.
+ Lead post-award, progress, and status meetings with the COR and other government stakeholders.
+ Develop, implement, and monitor Quality Control Plans (QCP) and performance metrics.
+ Coordinate with ICE on system access, training, and safeguarding sensitive information (PII, SPII, LES, FOUO, etc.).
+ Supervise subordinate managers, including the Deputy Program Manager and Sr. CSRs, ensuring continuity of support.
+ Provide issue resolution and escalation support to ensure uninterrupted operations.
+ Prepare and submit all required contract reports, including staffing updates, separation checklists, and quarterly reconciliations.
**Qualifications**
**Basic Qualifications:**
+ **Bachelor's degree in business administration, Management, Criminal Justice, or related field (minimum).**
+ **Minimum of** **8-10 years of program or project management experience** **, including** **5+ years managing contact center or law enforcement/intake operations** **of comparable size and complexity.**
+ **Demonstrated expertise in:**
+ **Federal contract management and oversight.**
+ **Supervising large, diverse teams in 24/7/365 operations.**
+ **Ensuring compliance with federal privacy, security, and personnel requirements.**
+ **Delivering reports, briefings, and recommendations to senior government officials.**
+ **Proficiency with Microsoft Office Suite, telephony/CRM systems, and contract management tools.**
+ **U.S. Citizenship Required**
**Minimum Qualifications:**
+ **Program Management Professional (PMP) certification.**
+ **Previous DHS/ICE program management experience.**
+ **Experience with sensitive but unclassified (SBU) information handling.**
+ **Ability to manage remote/distributed teams across multiple shifts.**
+ **Strong leadership, communication, and stakeholder engagement skills.**
+ **Ability to anticipate issues, mitigate risks, and deliver mission-critical results under pressure.**
***This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required by this position.**
**To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.**
**GAP Solutions provides reasonable accommodation to qualified individuals with disabilities. If you need an accommodation to apply for a job, email us at** ** ** **. You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned.**
**Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.**
**_This position is contingent upon contract award._**

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.
**Position Summary**
**_- Must Reside on the Eastern Seaboard_**
Responsible for increasing member and provider satisfaction, retention, and growth by efficiently delivering competitive services to members and providers through a fully integrated organization staffed by knowledgeable, customer-focused professionals supported by exemplary technologies and processes. Responsible for the overall supervision of Customer Service employees. Accountable for member/provider satisfaction, retention, and growth by efficiently delivering competitive services to members/providers.
Additional responsibilities to include but not limited to the following:
- Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service. Is visible and available to staff to answer questions, monitor calls and give ongoing feedback.
- Utilizes available incentive programs to reward, recognize and celebrate team and individual successes.
- Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards.
- Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.
- Remove barriers to job performance and ensures regulatory compliance.
- Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Builds a cohesive team that works well together.
- Acts as liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions.
- Proactively analyzes constituent data, identifies trends and issues. Recognizes and acts on the needs to improve the development and delivery of products and services. Clearly identifies what must be accomplished for successful completion of business objectives.
- Effectively applies and enforces Aetna HR policies and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines.
**Required Qualifications**
Demonstrated leadership abilities.
Experience with inbound call center operations.
**Preferred Qualifications**
- 2 years leading member/customer service team.
- Experience in a Medicaid and/or Medicare setting.
- Bachelor's Degree
**We support a hybrid work environment. If selected and you live near a suitable work location, you may be expected to comply with the hybrid work policy. Under the policy, all hires for in-scope populations should be placed into a hybrid or office-based location, working onsite three days a week.**
**Aetna Service Operations office/hub locations will be discussed with the selected candidate.**
**Education**
High School Diploma or equivalent
**Anticipated Weekly Hours**
40
**Time Type**
Full time
**Pay Range**
The typical pay range for this role is:
$43,888.00 - $93,574.00
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
**Great benefits for great people**
We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
+ **Affordable medical plan options,** a **401(k) plan** (including matching company contributions), and an **employee stock purchase plan** .
+ **No-cost programs for all colleagues** including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
+ **Benefit solutions that address the different needs and preferences of our colleagues** including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit anticipate the application window for this opening will close on: 10/10/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.