Remote Contact Center – CSR (Full-time)

Pay rate: starting at $16.50 per hourStart dates: November 5, 2025November 19, 2025December 10, 2025December 17, 2025Training Schedules: 8:00AM - 4:30PM Est Monday - Friday.Potential production shift options include:8:00 AM – 4:30 PM EST8:00 AM – 5:00 PM EST8:30 AM – 5:00 PM EST9:00 AM – 5:30 PM EST JOB SUMMARY:An Alivi Contact Service Representative (CSR) will provide prompt and courteous support to theMembers of our health plan partners address inquiries about our services and assist in managing the health plan partners supplemental programs and value-based benefits. The CSR role requires excellent communication skills, empathy, patience, and attention to detail during data entry and while speaking with members. This role is an important part of our commitment to the happier and healthier life of our members.DUTIES & RESPONSIBILITIES:Assist inbound inquiries from health plan members and representatives, regarding the transportation services offered through our health plan partnersActively listen and respond quickly and professionally to all customer callsMeet or exceed productivity metric goals including Average Handle Time, Quality Assurance, Calls per hour and Customer Satisfaction after call surveyFollows all HIPAA and compliance protocols to ensure the protection of all members protected health information (PHI)Escalates transportation and customer service concerns to contact center leadership team. Complete Alivi’s New Hire Training program, in which participants are expected to obtain an 80% final assessment passing scoreComplete and sign all compliance coursesREQUIREMENTS & QUALIFICATIONS:Minimum of 6 months of inbound Contact Center experience or transferable healthcare experienceMust be able to sit for 8 hours or more a dayMust be able to wear a headset for a minimum of 8 hours a dayExcellent written, communication and data entry skillsModerate experience in Microsoft Teams, Outlook, and WordCSR’s must exhibit professional appearance and demeanor during training and ongoing coaching’sCSRs are required to be on camera during all training and meeting sessionsMust be able to adapt to high and a fast-paced call volumeCSR’s must comply to attendance and punctuality expectations (PTO Policy)CSR’s must have a download speed of 80 to 100-mbps and upload speed of 12 to 20-mbpsMust have a secure, quiet, distraction-free workspace, without any conflicting responsibilities during scheduled work shift (conflicting responsibilities may include caring for family members)Fully bilingual: English/Spanish onlyBYOD (Bring Your Own Device): Candidates must provide their own equipment to successfully perform the job functions listedCOMPETENCIES:Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitmentsProfessionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitmentsAdaptability - Adapts to changes in the work environment; Manages competing demands. Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected eventsHOW WE BEHAVE: OUR CORE VALUES:Collaborative - We are friendly, and always ready to lend a hand; We are humble, and willing to admit mistakes; We trust our team and use respectful conflict to make decisionsEntrepreneurial – We are personally committed, and hunger for Alivi’s success; We show passion and do more with what we have; We don’t give up, and always find ways to get the job doneDynamic – We gladly welcome change; We are smart, and challenge how things are done; We adapt quickly, and readily embrace new roles, and projectsAs part of our candidate selection process, we ask you to complete a cultural fit assessment (link below)https://take.webava.com/assessment/ava/Alivi-AVA-CompletionKEY PERFORMANCE INDICATORS:KPIGoalDescriptionCustomer Satisfaction Score (CSAT)≥ 95%Measures customer satisfaction from post call surveys.Calls Per Hour (CPH)≥ 8.5Average number of calls handled by the agent per hour logged inAverage Handle Time (AHT)Within 5 minutesTotal time spent per customer interaction (talk + hold + wrap-up).Occupancy %≥ 80%Percentage of time agent was servicing calls and/or available to service calls Call Quality Score≥ 95%Based on QA reviews for professionalism, accuracy, and adherence to script.Adherence to Schedule≥ 92%Measures how well agents follow their assigned shifts and breaks.Attendance Rate≥ 98%Tracks presence and punctuality during scheduled hours. Unplanned occurrences are tracked using a rolling 6 month point system.Powered by JazzHRoWs3SG79KG