Resolving complex customer inquiries, the full-time Senior Call Center Associate will provide exceptional service, coach junior staff, and manage escalated issues in a remote environment. Key responsibilities: Receive and resolve escalated customer inquiries, documenting actions taken in accordance with quality guidelines Follow up on high-priority issues to ensure timely resolution and serve as a liaison for internal and external contacts Monitor team call volume and report key customer service issues to management while maintaining quality service standards Required qualifications: High School Diploma/GED required 18 months+ call center/customer service experience required Health insurance industry experience required Knowledge of medical terminology and medical billing coding required Familiarity with multiple claims systems preferred