Customer Service Representative (Contract)

Garner's mission is to transform the healthcare economy, delivering high quality and affordable care for all. By helping employers restructure their healthcare benefit to provide clear incentives and data-driven insights, we direct employees to higher quality and lower cost healthcare providers. The result is that patients get better health outcomes while doctors are rewarded for practicing well, not performing more procedures. We are backed by top-tier venture capital firms, are growing rapidly and looking to expand our team.

We're looking for a Contract Customer Service Representative to join our team and support our members exceptionally. This role involves engaging with Garner members via phone, chat, and email to help them find the right healthcare for their needs, understand how our program works, and get their eligible claims paid.

We seek detail-oriented individuals with strong written and verbal communication skills who can stay organized, handle complex situations, and maintain professionalism in every interaction. The ideal candidate will demonstrate a passion for helping others, an ability to de-escalate challenging situations, and a clear commitment to providing the best service possible.

Key Requirements:

• Applicants must be located within the United States and must work in the United States for the duration of their employment. International applicants will not be considered.
• Use Garner’s platform and tools (including Zendesk and G Suite) to manage and organize workload effectively.
• Excellent written and verbal communication skills: You must express yourself clearly and professionally, especially in written communication (emails, chat), with no grammatical or spelling errors. We value clear, concise writing.
• De-escalation skills: You must handle tense or difficult situations with empathy and patience. We want candidates who are comfortable managing escalations and who can demonstrate problem-solving abilities in these contexts.
• Organizational skills: You should be able to stay on top of multiple tasks, prioritize effectively, and use tools like Zendesk and G Suite to remain organized. A structured approach to your work is critical.
• Attention to detail: We are looking for candidates who can accurately follow instructions, pay close attention to member inquiries, and ensure solutions are clear and correct.
• Experience with macOS: You should be comfortable using a MacBook and troubleshooting basic issues, as this is our platform of choice.
• Availability: You must be able to work a scheduled 9-hour shift between 8 AM – 8 PM ET.

Responsibilities:

• Deliver exceptional service to our members via phone, chat, and email, offering education, guidance, and healthcare benefits and claims assistance.
• Follow best practices for handling member inquiries and proactively suggest process improvements when identified.
• De-escalate member concerns with empathy and professionalism, providing effective and accurate solutions.
• Maintain a high level of accuracy in all written communication; ensure grammar, spelling, and punctuation are always correct.
• Attention to detail is critical: accurately capture member information, follow up on requests, and keep clear records of interactions.

Candidate Profile:

• Passionate about helping people: You enjoy working with others to solve problems and can empathize with their challenges.
• Proactive problem solver: You take the initiative to resolve issues without waiting for guidance and can think critically about how to best serve our members.
• Experience in customer service: You have a track record of successfully managing customer inquiries, both written and verbal.
• Professional demeanor: You are calm under pressure, and able to handle tough conversations with professionalism and patience.
• Ability to work independently and as part of a team: You can manage your time effectively, stay organized, and collaborate with others when necessary.
• Desire to be part of a mission-driven startup: You are excited to work in a rapidly evolving environment where flexibility and adaptability are key.

The non negotiable salary range for this position is: $17-19/hour. Individual compensation for this role will depend on a variety of factors including qualifications, skills and applicable laws.

Important Note:

• Applicants who do not meet the responsibilities and key requirements listed above will not be considered. Please ensure you review all details of the position and only apply if you meet the essential qualifications.
• To streamline our process and ensure fairness to all applicants, please refrain from sending additional emails regarding your application status within the initial five days of applying. Any communication sent to talent@getgarner.com during this period may delay the review of your application.

We appreciate your understanding and look forward to reviewing your application.