About the role

Are you passionate about helping people and providing exceptional customer service? We are seeking professional, customer-focused Benefits Customer Service Representatives to join our team. In this role, you will serve as the first point of contact for individuals seeking assistance with their employee benefits, healthcare plans, and online account access.

This is primarily an inbound call center position with occasional outbound follow-up calls as needed. Every interaction is an opportunity to provide knowledgeable guidance, resolve concerns, and deliver an outstanding customer experience.

The hourly rate for this role is $25.50/hour, with a bonus opportunity at the conclusion of the project, payable January 2027.

Candidates who are bilingual in English and Spanish are highly encouraged to apply!

What you'll do

• Answer inbound calls from members regarding their benefit plans and available services.
• Make occasional outbound follow-up calls when additional assistance or updates are needed.
• Assist members with enrolling in benefit plans and navigating the enrollment process.
• Troubleshoot website login and account access issues.

• Educate members on their available benefit options using client-specific resources.
• Direct callers to the appropriate carrier or department when necessary.
• Verify each caller’s identity by following required authentication procedures.
• Accurately document all customer interactions in the appropriate systems.
• Maintain professionalism, empathy, and confidentiality during every interaction.
• Meet quality, compliance, and productivity expectations while delivering excellent customer service.

Types of Calls You May Handle

You may assist callers with questions such as:

• What is the maximum annual contribution for my Health Savings Account (HSA)?
• What is the balance or reimbursement amount in my Health Reimbursement Account (HRA) or Retiree Reimbursement Account (RRA)?
• Can you help me enroll in my benefits?
• I’m locked out of the benefits website. Can you help me regain access?
• What are the differences between the available vision plan options?
• Who is the carrier for my dental plan, and can you provide their contact information?
• What is my medical plan group number with Blue Cross Blue Shield?
• Can you help me schedule a benefits consultation?
• What is the status of my benefits claim?

Required qualifications

• Active resident state license with both Life AND Health lines of authority — must be valid through December 31, 2026
• Excellent verbal and written communication skills.
• Strong customer service and active listening abilities.
• Comfortable navigating multiple computer applications simultaneously.
• Ability to quickly learn and reference multiple client-specific benefit resources.
• Strong attention to detail and documentation skills.
• Ability to maintain confidentiality while handling sensitive personal information.
• Professional, dependable, and able to remain calm in a fast-paced environment.
• Previous call center, healthcare, insurance, or benefits experience is a plus, but not required depending on the position.
• No planned time off or unavailability from September 8, 2026 through December 31, 2026

• Availability for full 4-week training: Monday–Friday, 8:45 AM – 5:30 PM EST

• Willingness and ability to work overtime, October–December, if business needs require

• Availability to work Saturdays 10:00 AM – 2:00 PM ET during peak Open Enrollment

Preferred qualifications

• 2 or more years of benefits counseling experience

• Prior experience in an inbound call center or contact center environment

• Bilingual in English and Spanish (additional 5% pay differential applied)

• Experience using CRM, enrollment, or benefits administration platforms

• History of meeting or exceeding call quality scores of 90+ in a prior role

Work from home requirements

This is a fully remote role. The following are non-negotiable requirements before your start date:

• Internet speed of 50 Mbps or greater, 35 Mbps upload, and a ping of 15 or less with a 99% uptime — you will be asked to run a speed test during the interview process
• Dedicated hardline (Ethernet) internet connection available during working hours — the connection cannot be shared with others in the home
• Private, dedicated workspace free from background noise and distractions
• No streaming or gaming on the same connection during work hours
• Laptop camera available and on during all training sessions and team huddles
• Professional conduct maintained at all times in all interactions

Training period & expectations

Training is fully paid and runs Monday through Friday, 8:45 AM – 5:30 PM EST for four weeks (three weeks of classroom instruction followed by one week of nesting on live calls). Attendance is mandatory for the full duration — no time off is permitted during training. To complete training successfully, you must:

• Score 80% or higher on the final knowledge assessment (up to two retakes within five business days)

• Pass two mock call evaluations (up to two retakes within five business days)

• Maintain punctual attendance and professional behavior throughout

About EngageCX

At EngageCX, our mission is clear: to empower our partners to deliver exceptional customer experiences. We believe that every interaction counts, and we're committed to helping our clients build meaningful relationships with their customers at every touchpoint.

What Makes Us

Innovation

• Driven by a passion for customer-centric solutions, we stay ahead of industry trends to deliver solutions that anticipate and exceed customer expectations.

Expertise

• Our team combines decades of industry expertise in customer experience strategy, technology implementation, and operational excellence.

Partnership

• We collaborate closely with our clients to create customized solutions that align with their vision and business objectives.

Results

• Integrating data-driven insights with the human touch, our track record speaks for itself. We consistently achieve tangible improvements in customer satisfaction, retention, and revenue growth.