Customer Service Representative at PSG

PSG Global Solutions are seeking compassionate, customer-focused individuals to join the team as Work-from-Home Customer Service Representatives.

In this role, you will support Medicare members by addressing their healthcare-related inquiries, coordinating care services, and providing accurate information with professionalism, patience, and empathy.

Benefits & Employment Perks

Permanent employees are eligible for a comprehensive benefits package, including:

• Medical, dental, and vision insurance.
• 401(k) retirement plan.
• Paid time off (PTO).

New Hire Orientation & Training

Before beginning your first day of product-specific training, you will participate in a New Hire Orientation and onboarding program designed to prepare you for success.

• Training Duration: 23 days, followed by 5 days of nesting.
• Training Schedule: Monday to Friday, 9:00 AM – 5:30 PM EST.
• Attendance Requirement: 100% attendance is mandatory throughout orientation, training, and nesting.

The program includes milestone assessments and a final examination. Candidates are permitted up to three attempts to pass the required assessments.

You must successfully pass by your third attempt to remain in the line of business (LOB).

Hours of Operation

The call center operates seven days a week, from 7:00 AM to 11:00 PM EST.

Employees must be available to work any assigned schedule within these operating hours.

Key Responsibilities

As a Customer Service Representative, your responsibilities will include:

• Supporting Medicare members with care plan coordination and related service inquiries.
• Handling incoming calls concerning prescription refills and the status of care orders.
• Providing estimated medication copayment information.
• Responding to questions about healthcare benefits and coverage.
• Assisting members with grievances and complaints.
• Supporting coverage determination requests and providing relevant guidance.
• Delivering exceptional customer service through active listening, empathy, and effective communication.

Qualifications & Requirements

To be considered for this position, applicants must meet the following requirements:

• High school diploma or GED equivalent.
• At least three months of customer service experience.
• Must be 18 years of age or older.
• Typing speed of at least 25 words per minute (WPM).
• Comfortable navigating desktop computer systems and applications.
• Strong verbal and written communication skills.
• Excellent logical thinking and problem-solving abilities.
• Ability to demonstrate patience, empathy, and professionalism when assisting customers.

Compensation & Training Details

• Training Pay: $14.00 per hour.
• Production Pay: $14.50 per hour.
• Training Period: 23 days.
• Nesting Period: 5 days.
• Training Hours: Monday–Friday, 9:00 AM – 5:30 PM EST.
• Operating Hours: 7:00 AM – 11:00 PM EST, seven days a week.

Important: Full attendance is required throughout the training and nesting periods. Successful completion of all required assessments is also mandatory to continue in the program.