Customer Service Agent

Job not on LinkedIn

🔥 0 minutes ago

🐊 Florida, Iowa, +2 more states – Remote

🐊 Florida – Remote 🌾 Iowa – Remote 🤠 Texas – Remote 🧀 Wisconsin – Remote

💵 $19 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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Humach

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

💰 Venture Round on 2017-01

Artificial Intelligence • SaaS • B2B

Humach is a company specializing in AI-powered solutions for contact centers. They offer a blend of human agents and digital AI agents to provide world-class customer experience services. With services such as mAI Pilot and integrations with leading CCaaS and CRM solutions, Humach focuses on navigating AI integration for call centers to improve performance, efficiency, and customer satisfaction. Their offerings include CX managed services, technology enablement, and training & development, with a core emphasis on security and compliance. Humach is known for supporting a range of businesses with their expertise in customer service and AI technology.

📋 Description

• Serve as the primary point of contact for providers, delivering accurate and timely assistance to inquiries such as claims status, benefit eligibility, prior authorization, etc. • Utilize client-required systems and tools efficiently while adhering to established processes and compliance standards. • Handle a wide range of provider interactions while maintaining brand voice and building trust. • Demonstrate professionalism and empathy in every interaction, ensuring a positive customer experience aligned with client expectations. • Meet or exceed key performance indicators (KPIs), including response time, resolution accuracy, and customer satisfaction scores. • Participate in continuous improvement efforts and team initiatives. • Engage in ongoing training and upskilling to maintain and enhance performance. • Accurately document all interactions and outcomes in client systems to support reporting, analytics, and compliance obligations. • Monitor and validate AI outputs to ensure accuracy, compliance, and alignment with customer standards. • Review, correct, and approve AI-generated responses across workflows and simulations. • Provide detailed feedback on AI performance, documenting errors, hallucinations, and improvement opportunities. • Collaborate with managers, supervisors and engineering teams to refine prompts, improve model behavior, and support continuous tuning of AI systems. • Maintain strong knowledge of customer knowledge bases, SOPs, and compliance requirements to ensure AI responses adhere to regulatory and brand guidelines.

🎯 Requirements

• High school diploma or GED • Minimum of 2 years of experience in a contact center or customer service environment • Fluent English proficiency with natural, conversational communication skills • Strong customer service orientation with a professional, consistently polite demeanor • High emotional intelligence with the ability to handle sensitive situations with empathy • Excellent verbal and written communication skills, including grammar, clarity, and tone • Familiarity with medical terminology, health plan documents or benefit plan design helpful • Advanced typing skills (minimum 40 WPM preferred) • Strong attention to detail and accuracy in all work • Analytical thinking and problem-solving skills, including handling complex scenarios • Ability to work independently with minimal supervision • Strong time management and organizational skills • Demonstrated reliability, accountability, and ability to meet performance standards

🏖️ Benefits

• Comprehensive benefits package including medical, dental, life insurance, 401(k), flexible spending accounts, and paid time off • Paid 2-week training program to help you build confidence, learn the role, and succeed from the start