Remote Associate Customer Care Specialist

Note: This remote Customer Service Representative role is based in Brooklyn or Rossford, Ohio.

Note: Call Center Operating Hours: Monday - Sunday, 8:00 AM - 8:00 PM (EST)

Note: Training Schedule: Monday - Friday, 8:00 AM - 4:30 PM (EST)

Founded in 1934, Medical Mutual is the oldest and one of the largest health insurance companies based in Ohio. We provide peace of mind to more than 1.2 million members through our high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement, and individual plans.

Job Summary:

Participates in up to a year-long formal call center training program that provides knowledge and skills needed to resolve and respond to customer inquiries regarding the Company's health insurance products and services. Navigates systems and provides customer service in accordance with established quality expectations and service philosophy.

Responsibilities:

• Participates in a phased classroom and on the job training program in order to learn and be able to apply knowledge and skills needed to perform job.


• Responds to routine to moderately complex inquiries from customers through telephone, written correspondence, email, chat and in person (walk-ins) after successfully completing the established training requirements.


• Performs other duties as assigned.

Qualifications:

Education and Experience:

• Associates Degree in Business Administration, Communications or a related field, or equivalent combination of education/training (minimum high school diploma or GED) and experience. Bachelor's degree preferred.


• 2 years of additional customer service experience in Healthcare, Banking, Retail, Hospitality, or other related industry, preferably in a contact center.

Technical Skills and Knowledge:

• Basic computer navigation and Microsoft Office skills.


• Knowledge of standard customer service practices and principles.


• Knowledge of standard office procedures and equipment (multi-function copier/printer/scanner, conference phone, etc.)


• Basic knowledge of health insurance products and services preferred.

Medical Mutual is looking to grow our team! We truly value and respect the talents and abilities of all of our employees. That's why we offer an exceptional package that includes:

A Great Place to Work:

• We will provide the equipment you need for this role, including a laptop, monitors, keyboard, mouse and headset.


• Whether you are working remote or in the office, employees have access to on-site fitness centers at many locations, or a gym membership reimbursement when there is no Medical Mutual facility available. Enjoy the use of weights, cardio machines, locker rooms, classes and more.


• On-site cafeteria, serving hot breakfast and lunch, at the Brooklyn, OH headquarters.


• Discounts at many places in and around town, just for being a Medical Mutual team member.


• The opportunity to earn cash rewards for shopping with our customers.


• Business casual attire, including jeans.

Excellent Benefits and Compensation:

• Employee bonus program.


• 401(k) with company match up to 4% and an additional company contribution.


• Health Savings Account with a company matching contribution.


• Excellent medical, dental, vision, life and disability insurance — insurance is what we do best, and we make affordable coverage for our team a priority.


• Access to an Employee Assistance Program, which includes professional counseling, personal and professional coaching, self-help resources and assistance with work/life benefits.


• Company holidays and up to 16 PTO days during the first year of employment with options to carry over unused PTO time.


• After 120 days of service, parental leave for eligible employees who become parents through maternity, paternity or adoption.

An Investment in You:

• Career development programs and classes.


• Mentoring and coaching to help you advance in your career.


• Tuition reimbursement up to $5,250 per year, the IRS maximum.


• Diverse, inclusive and welcoming culture with Business Resource Groups.

About Medical Mutual:

Medical Mutual’s status as a mutual company means we are owned by our policyholders, not stockholders, so we don’t answer to Wall Street analysts or pay dividends to investors. Instead, we focus on developing products and services that allow us to better serve our customers and the communities around us.

There’s a good chance you already know many of our Medical Mutual customers. As the official insurer of everything you love, we are trusted by businesses and nonprofit organizations throughout Ohio to provide high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement and individual plans. Our plans provide peace of mind to more than 1.2 million Ohioans.

We’re not just one of the largest health insurance companies based in Ohio, we’re also the longest running. Founded in 1934, we’re proud of our rich history with the communities where we live and work.

At Medical Mutual and its family of companies we celebrate differences and are mutually invested in our employees and our community. We are proud to be an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, veteran status, or disability status.

We maintain a drug-free workplace and perform pre-employment substance abuse and nicotine testing.