Customer Service Representative

Customer Service Representative

Job Description

Remote

Description:

Position Summary:
This Customer Service Representative will perform inbound and outbound calls to members that need help in finding local community resources to meet their social needs. There is a strong preference for finding candidates that have lived or cared for someone with similar experiences of our members.

In this role, you will:
Make outbound phone calls to members.
Locate resources to provide members with assistance for needs, such as food, utility, housing, and finances.
Provide timely follow-up as needed.
Display a high level of empathy, understanding, and patience, while helping to address the member’s needs.
Utilize several systems, in addition to the regular usage of more than one monitor.

Required Qualifications
1+ year of customer service experience, with proven customer service skills.
Excellent computer skills, including typing proficiency, multi-tasking between online applications, and multiple screens. Working knowledge of Microsoft© products (Outlook, Excel, folders)
Ability to regularly access a designated workspace free from noise and other distractions.
High-speed internet with the ability to hardwire via ethernet from cable modem to PC.

Preferred Qualifications
Bilingual preferred and able to pass language certification, if bilingual.
1+ year of experience in a call center setting, specifically related to inbound/outbound calls.
Knowledge of Medicaid, specifically related to communicate source navigation.
Strong communication skills (oral and written).
Strong analytical and problem-solving skills.
Active listening proficiency.
Ability to be receptive to feedback and to embrace continuous improvement.
Positive attitude and strong interpersonal skills.
Ability to display empathy towards customers’ needs and concerns
Desire to contribute to building a positive team spirit.

Position Summary
This Customer Service Representative role is a call-center position supporting members with Social Determinants of Health (SDoH) by helping them identify and access local community resources. Representatives handle both inbound and outbound calls and work closely with members who may be experiencing urgent needs related to food, housing, utilities, or finances.

This role requires a high level of empathy, patience, and active listening, as calls may be complex and emotionally sensitive. There is a preference for candidates who have lived experience or have cared for someone with similar needs to the members being supported.

Key Responsibilities
Make inbound and outbound phone calls to members (approximately 10–30 calls per day; some calls may exceed one hour).
Identify, research, and provide local community resources related to:
? Food assistance
? Utilities
? Housing
? Financial support
Provide timely and accurate follow-up with members as needed.
Demonstrate empathy, patience, and understanding during all interactions.
Navigate multiple systems and screens simultaneously while documenting interactions.
Adapt to changing processes and incorporate feedback for continuous improvement.

Top Skills Required for Success in This Role
Call Center & Technical Multitasking Skills
Comfort handling inbound and outbound calls while navigating multiple applications, screens, and documentation tools. Strong typing skills, system fluency, and time management are essential to ensure timely and accurate follow-up.
Active Listening & Empathy
The core of the role is supporting members with often urgent and sensitive social needs. Success requires building trust, listening carefully, slowing down when needed, and responding with compassion and patience.
Resource Navigation & Problem Solving
Ability to research, assess, and connect members to appropriate local community resources—often while working across multiple systems. Experience with Medicaid, Medicare, or community resource navigation translates very well.

Required Qualifications
1+ year of customer service experience with demonstrated customer service skills.
Strong computer skills, including:
? Typing proficiency
? Multi-tasking across multiple applications and monitors
? Working knowledge of Microsoft Outlook and Excel
Must have:
? A private, dedicated workspace with a door
? No other individuals present in the workspace during working hours
? High-speed internet with ability to hardwire via ethernet (modem to PC)
? Ability to provide a screenshot of internet speed upon request- ADD TO TOP OF RESUME

High School Diploma or GED (verifiable).

Preferred Qualifications
1+ year of call center experience handling inbound and outbound calls.
Bilingual candidates preferred (must pass language certification if applicable).
Knowledge of Medicaid and/or Medicare, especially related to member navigation and support.
Strong verbal and written communication skills.
Strong analytical and problem-solving abilities.
Receptive to coaching and feedback.
Positive attitude and strong interpersonal skills.
Desire to contribute to a collaborative, team-focused environment.

Important Candidate Notes for Recruiters
Candidates from customer service, call center environments, or those with Medicaid/Medicare agent experience tend to translate well into this role.
Candidates from collections agencies are typically not a good fit, as this role requires a slower pace, high empathy, and extended call times.
Ideal candidates are comfortable taking their time on calls
Adaptability and openness to change and feedback are critical for success.


Education
High School Diploma or GED required



Notes:

Schedule:

Training: Monday–Friday, 9:00 AM – 6:00 PM EST
Post-training: Monday–Friday, 10:00 AM – 7:00 PM EST

Fully remote (never coming onsite)

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status