Customer Experience Associate

Position Summary:

Heritage Civil Works is Hiring: Customer Experience Associate (Remote)
Elevate the Standard. Deliver Excellence.

At Heritage Civil Works, we don't do average. We are the team engineering solutions that ripple across industries from pollution control systems to aerospace breakthroughs and biotechnological advancements. When our clients reach out, they are not looking for support they are expecting insight, clarity, and a brand experience that mirrors the innovation we build.

That's where you come in.

We are on the hunt for a Customer Experience Associate who doesn't just answer questions, but crafts experiences someone who understands that every interaction is a reflection of the company's engineering excellence.

If you're the kind of person who thrives in fast-paced environments, values precision, communicates with finesse, and can turn a complex issue into a seamless solution you just might belong here.

What You'll Do

• Answers questions and resolves issues as a single-point-of-contact based on phone calls, members and providers.
• Provides customized interaction based on customer preference and individualized needs, creating an emotional connection with our customers by understanding and engaging the member to the fullest.
• Fully understands the customers needs by building a trusting and caring relationship with the member. Anticipates customer needs.
• Provides the customer with related information to answer the unasked questions, e.g. additional plan details, benefit plan details, member self-service tools, etc.
• Uses customer service threshold framework to make financial decisions to resolve their issues.
• Educates and assists customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company (i.e., assistance with member self-service tools, Consultation Opportunities Simple Steps, Cost of Care Tools, Natural Alternatives Program, etc.).
• Utilizes all relevant information to effectively influence member engagement.
• Takes immediate action when confronted with a problem or made aware of a situation.
• Takes ownership of each customer contact to resolve their issues and connect them with additional services as appropriate.
• Identifies customer needs beyond the initial inquiry by answering the unasked questions.
• Resolves issues without or with limited management intervention.
• Provides education to members to support them in managing their health.
• Responds quickly to meet customer needs and resolve problems while avoiding over-committing.
• Other activities may include providing claim status information, benefit coverage interpretations, and explaining plan eligibility.
• Processes claim referrals, new claim hand-offs, and escalates issues as appropriate through the system for grievances and appeals.
• Initiates out-reach/welcome calls to ensure constituents expectations are met or exceeded.
• Identifies trends and any emerging customer service issues and works to develop solutions to address potential problems and/or plan features of interest as an approach to improve understanding of benefit plans and increase post-enrollment member satisfaction.
• Partners with other departments to deliver client specific presentations.
• Coordinates efforts both internally and across departments to successfully resolve service issues and develop process improvement intended to enhance the overall delivery of service.
• Works collaboratively with colleagues to deliver the best customer experience Seeks to understand the customer, including circumstances, problems, expectations and needs.
• Asks probing questions to identify the underlying customer needs.
• Appropriately transitions conversations to explore possibilities for extending customer interactions.
• Guides members to the appropriate health resource Offers alternatives where appropriate.
• Acts with the best interest of customer in mind and central to all interactions.
• Collaborates with colleagues and co-workers to deliver a world class customer experience.
• Documents and tracks all contacts, events, and outcomes with clients using appropriate systems and processes.

Required Qualifications

• Customer Service experiences in a transaction-based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate.

Preferred Qualifications

• Effective organizational skills and ability to manage multiple tasks.
• Effective communication skills, both verbal and written.

Education

• High School Diploma or equivalent work experience.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$21.00 - $31.30

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.

Our people fuel our future. Our teams reflect the customers, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

We anticipate the application window for this opening will close on: 05/10/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.