Customer Service Representative (11:30am - 7:30pm EST shift)

Role overview

This full-time Customer Service Representative position is a remote role based out of Charlotte, NC. The successful candidate will serve as the point of contact between the company and participants, supporting clients through phone and email after completing training. The role reports to the Customer Services Manager and works closely with the Account Management and Shared Services teams.

Work schedule and location

After training, the standard schedule is Monday through Friday from 11:30 AM to 7:30 PM EST, with a 30-minute lunch break. Some alternative schedules may be approved by management. For consideration, candidates must live in one of the following states: AL, AK, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, ME, MI, MT, MS, MO, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, WI, WV, WY.

Training

The initial training runs for 3 to 4 weeks, Monday through Friday from 8:30 AM to 5:00 PM EST. Once training is completed successfully, the employee transitions to the 11:30 AM to 7:30 PM EST shift.

Responsibilities

• Handle participant and client phone calls promptly throughout the day on issues such as login help, password resets, website support, account balances, debit card declines, claim submission, election forms, and replacement or additional card requests.
• Process documents and enter benefit-related information accurately and within expected timelines, including pay frequency entries, debit card authorization forms, and HIPAA forms.
• Investigate claim-related questions and provide clear responses.
• Send routine emails and letters for confirmations and document requests.
• Record and categorize incoming calls to support customer service quality and internal communication.
• Deliver a consistently positive customer experience and maintain strong relationships with clients and participants.
• Complete additional duties as assigned.
• Uphold company values through accurate, high-quality work.

Requirements

• High school diploma or GED is required; an associate degree or bachelor’s degree is preferred.
• At least 1 year of professional work experience is needed, ideally in phone-based customer service, a call center, or another high-volume environment.
• Prior experience in benefits administration, especially with CDH and COBRA, is strongly preferred.
• Experience with CRM tools is preferred, and familiarity with the Alegeus system is also an advantage.
• Ability to complete 3 to 4 weeks of training during standard weekday business hours.
• Must have reliable high-speed internet and a hardwired Ethernet connection from the workstation to the router or modem.
• Strong organizational skills, attention to detail, the ability to prioritize, and comfort working in a collaborative, fast-moving setting.
• Good interpersonal skills and the ability to manage conflict professionally while delivering excellent service.
• Self-driven mindset with interest in personal and professional growth.
• Strong analytical and problem-solving ability.
• Proficiency with Microsoft tools and other web-based applications.

Work environment

This position is primarily sedentary and involves extended time at a desk and on a computer. The role also requires use of a phone, printer, and copier, and regular communication with team members and candidates. Common software includes Outlook, Word, and Excel. A secure remote setup with a hardwired internet connection is required.

Benefits and support

FloresHR emphasizes employee well-being, community involvement, and professional development. Benefits include medical, dental, and vision coverage for employees and families, company-funded HSA contributions, pre-tax and post-tax 401(k) plans with up to 5% company match, life insurance, accident insurance, pet insurance, and other offerings. The company also supports work-life balance through a Monday to Friday schedule, generous vacation time, and a Life Balance Reimbursement Plan. A volunteer program is available to encourage community service.

Core values and inclusion

The organization’s guiding principles include doing the right thing, creating a remarkable service experience, trusting one another, building high-performing teams, simplifying benefits technology, and showing empathy and respect. FloresHR is an equal opportunity employer and welcomes applicants without discrimination based on race, color, creed, ancestry, national origin, citizenship, sex or gender, pregnancy-related conditions, gender identity or expression, sexual orientation, marital status, religion, age, disability, genetic information, military service, or other protected characteristics.