Customer Service Expert

5 days ago


Norfolk, Virginia, United States A. Reddix & Associates Full time
Job Overview

A. Reddix & Associates seeks a highly skilled Customer Service Expert to support Affordable Care Act (ACA) Stakeholder engagement, outreach, and technical support.

About the Role

This position provides assistance to health plans, states, employers, and health insurance agents and brokers in support of the ACA Health Insurance Marketplace goals and objectives.

Key Responsibilities
  • Advise stakeholders on ACA Marketplace process and provide technical guidance.
  • Develop job aids and Frequently Asked Questions (FAQs) based on analysis and recommendations for common inquiries.
  • Triage and process requests and assist Stakeholders by telephone, inquiry tracking systems, and email.
  • Craft appropriate responses and develop scripts for a variety of target audiences and topics.
  • Support email outreach campaign distributions and monitor engagement.
  • Develop operational guidance and complete quality assurance reviews of resources.
  • Conduct end user testing of tools, evaluation instruments, and system updates.
  • Draft standard operating procedures (SOPs).
  • Conduct training and knowledge transfer sessions.
  • Analyze data including outreach metrics to provide valuable insight to improve Stakeholder performance.
Requirements
  • Bachelor's degree in Business, Public Health, or a related field.
  • Minimum of two (2) years of professional experience.
  • Strong customer service skills.
  • Excellent problem-solving skills.
  • Strong attention to detail while working under compressed timelines.
  • Strong written and verbal communication skills.
  • Proficiency in MS Office Suite (Word, Excel, PowerPoint, and Outlook).
  • Experience with Jira and Confluence desired.
  • Customer Service or Helpdesk experience preferred.
What We Offer

We offer an estimated salary of $60,000 per year, commensurate with experience, as well as opportunities for growth and development in a dynamic and supportive team environment.



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