Customer Service and Benefits Advisor (Hybrid)
AGIA Affinity, Scottsdale, AZ, United States
Customer Service and Benefits Advisor
The Customer Service and Benefits Advisor is responsible for servicing and supporting member benefit products while delivering a high level of customer service. This role assists members with inquiries, resolves concerns, and identifies opportunities to promote relevant products and services that support member satisfaction and retention. The Advisor positions the client brand as a key component of AGIA’s service and retention strategy.
Essential Job Functions
Answer incoming calls from members, group participants and other customers, ensuring that all inquiries and issues are handled effectively, in a timely manner, and with a customer service focus.
Promote AGIA customer service values by being courteous, professional and prompt in all customer interactions.
Adhere to quality program metrics and achieve quality performance levels.
Assist members with general service inquiries, billing questions, eligibility updates, and policy-related requests.
Update and maintain customer billing and eligibility information in appropriate administrative systems.
Process and fulfill customer requests following approved procedures.
Support member retention by identifying concerns and providing appropriate solutions when members inquire about changes or cancellations.
Maintain up to date knowledge of products, services, and active offerings to ensure customer satisfaction and identify opportunities to promote additional value.
Resolve member complaints and concerns through active listening, empathy, and professionalism.
Identify member needs through strategic questioning to uncover opportunities and recommend high-value products and services that drive long‑term member retention and revenue growth.
Share successes, feedback, and new ideas with team members in order to achieve both individual and team goals.
Perform other miscellaneous functions and special projects as assigned.
Performance Measures
Achieve established productivity goal as outlined and measured in departmental scorecards.
Achieve established quality goal as outlined and measured in departmental scorecards.
Support service and retention goals as outlined and measured in departmental scorecards.
Metrics relevant to coaching or additional training show improvement as defined in coaching or training goals.
Adhere to work, lunch and break schedule including attendance and punctuality standards.
Requirements Education / Certification
High school diploma or equivalent.
Required Experience
Minimum two years of high volume customer call center experience.
Previous customer service experience required.
Required Knowledge
Knowledge of call center customer service principles and practices.
General understanding of service‑based customer engagement principles.
Knowledge of call center environment and expectations.
Skills / Abilities
Ability to work in a fast‑paced, high call center environment.
Proven ability to maintain composure in stressful situations and manage/diffuse concerned customers.
Basic proficiency in MS Office.
Incentives / Benefits
No nights, weekends, or holidays.
Hybrid WFH schedule after an orientation period.
Participation in Sales Incentives Program.
Health benefits including medical, dental, vision, 401K with 100% company match up to 3% of annual income and an additional 50% match on the next 2% of income, prefunded optional FSA, 100% covered Life Insurance, Accidental Death and Dismemberment Insurance, Short Term/Long Term Disability, and a $250 Wellness Benefit. In‑network coverage for mental health, reproductive care, chiropractic and massage therapy.
Salary: $18 per hour.
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Essential Job Functions
Answer incoming calls from members, group participants and other customers, ensuring that all inquiries and issues are handled effectively, in a timely manner, and with a customer service focus.
Promote AGIA customer service values by being courteous, professional and prompt in all customer interactions.
Adhere to quality program metrics and achieve quality performance levels.
Assist members with general service inquiries, billing questions, eligibility updates, and policy-related requests.
Update and maintain customer billing and eligibility information in appropriate administrative systems.
Process and fulfill customer requests following approved procedures.
Support member retention by identifying concerns and providing appropriate solutions when members inquire about changes or cancellations.
Maintain up to date knowledge of products, services, and active offerings to ensure customer satisfaction and identify opportunities to promote additional value.
Resolve member complaints and concerns through active listening, empathy, and professionalism.
Identify member needs through strategic questioning to uncover opportunities and recommend high-value products and services that drive long‑term member retention and revenue growth.
Share successes, feedback, and new ideas with team members in order to achieve both individual and team goals.
Perform other miscellaneous functions and special projects as assigned.
Performance Measures
Achieve established productivity goal as outlined and measured in departmental scorecards.
Achieve established quality goal as outlined and measured in departmental scorecards.
Support service and retention goals as outlined and measured in departmental scorecards.
Metrics relevant to coaching or additional training show improvement as defined in coaching or training goals.
Adhere to work, lunch and break schedule including attendance and punctuality standards.
Requirements Education / Certification
High school diploma or equivalent.
Required Experience
Minimum two years of high volume customer call center experience.
Previous customer service experience required.
Required Knowledge
Knowledge of call center customer service principles and practices.
General understanding of service‑based customer engagement principles.
Knowledge of call center environment and expectations.
Skills / Abilities
Ability to work in a fast‑paced, high call center environment.
Proven ability to maintain composure in stressful situations and manage/diffuse concerned customers.
Basic proficiency in MS Office.
Incentives / Benefits
No nights, weekends, or holidays.
Hybrid WFH schedule after an orientation period.
Participation in Sales Incentives Program.
Health benefits including medical, dental, vision, 401K with 100% company match up to 3% of annual income and an additional 50% match on the next 2% of income, prefunded optional FSA, 100% covered Life Insurance, Accidental Death and Dismemberment Insurance, Short Term/Long Term Disability, and a $250 Wellness Benefit. In‑network coverage for mental health, reproductive care, chiropractic and massage therapy.
Salary: $18 per hour.
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