Customer Service Representative

Customer Service Representative (CSR)
StratBPO Call Center • Winchester, Kentucky
Work Location: Onsite
Classification: Non-exempt, eligible for overtime pay in accordance with applicable law

Make a difference with every conversation

Do you enjoy helping people, solving problems, and making complicated information easier to understand? Join StratBPO as a Customer Service Representative and help individuals and families navigate their health coverage options through the Affordable Care Act (ACA) Health Insurance Marketplace.

As a CSR, you will serve as a trusted first point of contact for callers seeking answers and assistance. Your patience, clear communication, and attention to detail will help people understand their next steps and feel supported throughout the process.

This role offers an opportunity to put your customer service skills to meaningful use while building knowledge through ongoing training and coaching.

What you will do

• Provide compassionate customer support: Answer inbound calls, listen carefully, and respond to questions and concerns with patience, empathy, and professionalism. Help each caller feel heard, respected, and informed.
• Guide callers through Marketplace processes: Assist with applications, enrollment, account updates, eligibility notices, and general coverage questions using approved resources and procedures. Explain next steps in clear, understandable language.
• Resolve concerns and connect callers with resources: Identify the caller’s needs and work toward resolution during the initial call whenever possible. Refer insurer-specific questions or issues outside your scope to the appropriate resources. Escalate complex concerns and communicate follow-up expectations accurately.
• Protect confidential information: Follow applicable (CMS) requirements, privacy and security standards, and company policies, including HIPAA requirements where applicable. Complete required identity verification and safeguard personal information.
• Maintain accurate records: Document caller interactions, questions, actions taken, and resolutions in the customer relationship management (CRM) system and other designated databases. Enter and update information with care and precision.
• Continue learning and improving: Participate in training and coaching, stay current on program updates, and apply feedback to strengthen service quality. Work toward established attendance, quality, and performance expectations while maintaining accurate and respectful service.

What helps you succeed

• Clear verbal and written communication, with strong listening skills.
• Empathy and patience when assisting people with different needs and backgrounds.
• Comfort using computers, entering information accurately, and navigating multiple systems during a conversation.
• Sound judgment, problem-solving skills, and attention to detail.
• Dependability, teamwork, and a willingness to learn and apply feedback.

Bring your skills. Help someone move forward.

If you take pride in helping others and are ready to contribute to a team serving individuals and families, we encourage you to apply for the CSR position at StratBPO.

• High School Diploma or GED required.
• Must be able to speak and read English clearly, professionally, and fluently
• Strong active listening skills and empathy.
• May be required to work overtime and scheduled holidays.
• Must work on-site at the Winchester, Kentucky office location.
• Must complete and certify in all required internal training programs, including CMS ACA Marketplace specific training.
• Must have the ability to work as a member of a team and collaborate with colleagues.
• Must have the ability to navigate multiple computer systems and enter data accurately while speaking with callers.