Customer Service and Benefits Advisor – Hybrid

AGIA Affinity

Customer Service and Benefits Advisor servicing member benefit products while delivering high customer service for AGIA. Assisting with inquiries, resolving concerns, and promoting products for satisfaction and retention.

Posted 4/14/2026full-timeScottsdale • Arizona • 🇺🇸 United StatesJuniorMid-Level💰 $18 per hourWebsite

About the role

Key responsibilities & impact

Answer incoming calls from members, group participants and other customers, ensuring that all inquiries and issues are handled effectively, in a timely manner, and with a customer service focus.
Promote AGIA customer service values by being courteous, professional and prompt in all customer interactions.
Adhere to quality program metrics and achieve quality performance levels.
Assist members with general service inquiries, billing questions, eligibility updates, and policy-related requests.
Update and maintain customer billing and eligibility information in appropriate administrative systems.
Process and fulfill customer requests following approved procedures.
Support member retention by identifying concerns and providing appropriate solutions when members inquire about changes or cancellations.
Maintain up-to-date knowledge of products, services, and active offerings to ensure customer satisfaction and identify opportunities to promote additional value.
Resolve member complaints and concerns through active listening, empathy, and professionalism.
Identify member needs through strategic questioning to uncover opportunities and recommend high-value products and services that drive long-term member retention and revenue growth.
Share successes, feedback, and new ideas with team members in order to achieve both individual and team goals.
Perform other miscellaneous functions and special projects as assigned.

Requirements

What you’ll need

High school diploma or equivalent
Minimum two years of high volume customer call center experience
Previous customer service experience required
Knowledge of call center customer service principles and practices
General understanding of service-based customer engagement principles
Knowledge of call center environment and expectations
Ability to work in a fast-paced, high call center environment
Proven ability to maintain composure in stressful situations and manage/diffuse concerned customers
Basic proficiency in MS Office

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicecall center experiencebilling managementservice-based customer engagementquality program metricsproblem resolutionstrategic questioningMS Office

Soft Skills

active listeningempathyprofessionalismcomposure under stresscourtesyteam collaborationcommunication

Certifications

high school diploma or equivalent