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Credit Card Customer Service Representative

Job Details

Call Center Customer Service Representative

* Call Center Experience REQUIRED

Holidays Required: Valentine’s Day, Mother’s Day, Christmas Eve

MUST BE IN CENTRAL OR EST TIME ZONE

 

WHO WE ARE

For over 110 years, FTD has helped people give with meaning for life’s most important occasions through fresh florals, plants and gifts. With cutting-edge software, our mission is to deliver the best gifting experience online by processing millions of orders a year, enabling small businesses to win big in the ecommerce space. We focus on solving tomorrow’s challenges in partnership with our nationwide network of trusted, expert florists. We’re made up of a diverse group of big thinkers and decision makers who influence how we operate and the results we deliver. By consistently testing, implementing and celebrating new ideas, we’re committed to growing your career from within. Together, we can continue to provide a meaningful experience for our customers, partners and our most valuable asset: our employees

 

OVERVIEW

The Customer Service Representative of Member Services consults FTD Member Florists with statement questions and order disputes. This position deals heavily with credit card processing and payments, checks and wires. We are seeking a dynamic, patient, and solution-oriented CSR to join our call center remotely. This position specifically requires call center experience in a high-volume environment! Ideal candidate will have an empathetic attitude, tech savvy skills, and organized note taking ability.

 

KEY RESPONSIBILITIES

  • Deals heavily with credit card processing, payments, and disputes, as well as checks and wires.
  • Verify and onboard new credit card members using internal underwriting applications.
  • Respond to incoming customer calls and emails.
  • Process requests using internal computer applications. Verify and validate all information provided by the member prior to submission.
  • Accurately document all calls in the Member360 application.
  • Provide customers with quality service by following the defined company policies, processes, and procedures.
  • Read and retain information from departmental memorandums, websites, and training materials to effectively service members.
  • Collaborate with cross-functional team members to improve overall member experience.

 

KNOWLEDGE, SKILLS AND ABILITIES

  • High school diploma or general education degree; 1+ years of related experience in high volume call center assisting customers over the phone and email
  • Internal data entry and organized note taking experience
  • Must be able to type while speaking on the phone simultaneously
  • Clear problem-solving skills and ability to make quick decisions.
  • Excellent communication skills, both written and oral.
  • Interpersonal skills and the ability to incorporate appropriate phone etiquette.
  • Clear speaking voice and good listening skills.
  • Ability to handle pressure professionally and to exhibit a calm disposition.
  • Ability to control the call and good follow up skills.
  • Ability to work in a dynamic, virtual environment requiring self-motivation and adaptability.
  • Capable in MS Office Suite (Including MS Teams)

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Job Type: Full-time

APPLY HERE: Credit Card Customer Service Representative

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Member & Provider Service Representative – Work From Home

Job Details

WellSense Health Plan is a nonprofit health insurance company serving members across Massachusetts and New Hampshire through Medicare, Individual and Family, and Medicaid plans. Founded 25 years ago as Boston Medical Center HealthNet Plan, we provide plans and services that work for our members, no matter their circumstances.

Positions are full-time, remote

Hours: Monday-Friday between 8AM and 6:00PM EST.  Specific schedule assigned after training based on the needs of the department at that time.  Hours for the 12 week training period are 9:30AM to 6PM.

Hourly rate: $19.50 per hour

 

It’s an exciting time to join the WellSense Health Plan, a growing regional health insurance company with a 25-year history of providing health insurance that works for our members, no matter their circumstances.

 

Job Summary:

In this role, you will serve as the first line of support for our stakeholders by providing accurate and thorough information to current and prospective members, providers and internal customers about our various health plans. In this role, you’ll make a difference for others every day. This role has also proven to be an excellent starting point for long-term growth and advancement in our company. 

 

Our Investment in You:

  • High-performing representatives may be eligible for promotion and pay increases within their first year through our Career Progression program
  • Annual Commitment to Service bonus for Customer Care representatives, program requirements apply
  • WellSense is committed to offering team members the opportunity to grow their career within the company. We encourage team members to pursue new roles within the company and qualified internal candidates are given preference when possible.
  • We believe in recognizing and rewarding outstanding performance and dedication to our members. Various department specific and company-wide reward and recognition programs are in place to support this commitment.
  • Bring your enthusiasm and people skills, and we will train you on the health insurance business and how to confidently resolve inquiries.
    • Paid 12-week training period
    • New hire buddy program
    • Dedicated Team Assist Line to support complex/challenging calls in real time
    • Robust training and skills development opportunity through Ulysses Learning, a leader in customer service and call center learning programs
    • One-on-one coaching and mentoring from dedicated training and quality professionals
  • We are proud of our comprehensive employee benefits and generous paid time off program.
  • Team members are encouraged to participate in a variety of engagement activities including our Business Resource Groups (BRGs), where you can connect with colleagues, grow professionally and share your experiences.

 

Key Functions of the Job:

  • Customer Interaction & Problem Resolution:
    Own each customer interaction by utilizing the appropriate resources to accurately interpret and respond to inquiries. Deliver outstanding, empathetic service that fosters trust, builds loyalty, and contributes to member retention.
  • Call Management:
    Respond to a high volume of inbound calls from members and providers, addressing a wide range of topics. Calls may vary significantly in length and complexity, requiring adaptability and attention to detail.
  • Communication & Conflict Resolution:
    Apply strong interpersonal and conflict-resolution skills to manage challenging calls with professionalism, courtesy, and empathy.
  • Accurate Documentation:
    Record call details and customer interactions accurately in accordance with departmental standards and compliance requirements.
  • Collaboration & Teamwork:
    Work collaboratively with peers and cross-functional teams to resolve issues, contribute to shared goals, and foster a positive team environment.
  • Performance Goals:
    Consistently meet or exceed departmental goals related to quality, productivity, customer satisfaction, and compliance.
  • Flexibility:
    Support the department by performing additional duties as needed, demonstrating reliability and adaptability.

 

What We’re Looking For:

  • Professional Experience:
    • Prior work experience in a customer-facing position. Demonstrated career progression preferred.
    • A minimum of three consecutive years in a previous role.
  • Technical Competency Assessment:
    The completion of a 60–90 minute competency assessment is a required step in our hiring process. This assessment must be completed on a laptop or desktop computer. It cannot be completed on a mobile device
  • References:
    Outstanding professional references from prior supervisors.
  • Background Check:
    Successful candidates will be required to satisfactorily complete a pre-employment background check. This includes a criminal history check as well as verification of education and last 3 employers.
  • Remote Workspace:
    WellSense remote employees are required to have a quiet, distraction-free, private, and secure workspace.
    • WellSense Health Plan is hiring in the following states: Alabama, Arizona, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Indiana, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, and Wisconsin

 

Qualifications

Education:

  • High school diploma or equivalent required, bachelor’s degree preferred

Experience:

  • Prior professional work experience, ideally with customer service

Competencies, Skills, and Attributes:

  • Outstanding customer service skills
  • Excellent verbal and written communication skills
  • Strong organizational skills with the ability to prioritize a high volume of adjustment requests, multi-task and prioritize work
  • Ability to make reasonable and sound business decisions based on established standards and guidelines
  • Working knowledge of Microsoft Office products
  • Bilingual in Spanish, Portuguese, Haitian Creole or other language is highly desirable
  • Able to comfortably work from home with access to a high-speed internet connection
  • Regular and reliable attendance
  • Ability to work overtime during peak periods

 

About WellSense

WellSense Health Plan is a nonprofit health insurance company serving more than 740,000 members across Massachusetts and New Hampshire through Medicare, Individual and Family, and Medicaid plans. Founded in 1997, WellSense provides high-quality health plans and services that work for our members, no matter their circumstances. WellSense is committed to the diversity and inclusion of staff and their members.

 

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. WellSense participates in the E-Verify program to electronically verify the employment eligibility of newly hired employees

Important info on employment offer scams:
According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website and applications are received only through our website. We do not solicit individuals via text, we do not ask or require downloads of any applications, or “apps,” and applicant screenings, interviews and job offers are not conducted over text messages or social media platforms. You should never pay money for the promise of priority, interview or employment. We do not ask individuals to purchase equipment for, or prior to employment. To avoid becoming a victim of an employment offer scam, please follow these tips from the FTC. 

APPLY HERE: Member & Provider Service Representative – Work From Home

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Customer Service Rep II

Job Details

Performs the regular functions of a Customer Service Rep, aids in providing the flow of information on new and existing products to the department, and trains associates (including new hires) as necessary.

This position will be full-time remote. Starting schedule would be Monday-Friday 6am-2:30pm or 8:30am-5pm MST. Hourly pay is based on experience ranging from $20-22 an hour. 

 

Essential Job Functions *

  • Automotive knowledge
  • Maintains current knowledge of department operating procedures and updates assigned technical product information.
  • Continually strives for a higher level of service and customer/department satisfaction.
  • Participates in departmental improvement teams.
  • Attends meetings based on related assignments and responsibilities
  • Assists in the training of new and existing associates in the department.
  • Makes recommendations regarding follow up procedures and implementation.

* This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Education & Experience

  • High School diploma or GED equivalent is required, College degree and at least one year customer service experience preferred.

Competencies – Knowledge, Skills and Abilities

 

  • Strong Skills in Microsoft Office: Word, Excel, Outlook, and PowerPoint 
  • ​General knowledge of hardware industry, Distribution or Retail is preferred
  • Excellent interpersonal, problem solving and communication skills; Able to work with a variety of personalities and maintain composure under stressful conditions.

​​ 

Operational Equipment

  • N/A

Work Environment and Physical Demands

Work Environment

Office: Office setting. Seldom exposed to fumes or airborne particles. Loud working environment of the shop area. Functional vision and hearing required.

Physical Demands

Office: Sedentary.
The Hillman Group is an Equal Employment Opportunity and Affirmative Action Employer and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, protected veteran or military status, genetic information, citizenship status, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.  The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
 

APPLY HERE: Customer Service Rep II

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