Customer Service Representative Work From Home for Freshers at Optum - Apply Now

About the Customer Service Representative

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities as Customer Service Representative

Take chat messages per day from customers who have questions about their health benefits.
Support secure email inquiries.
Use personality and our tools to help customers through the health care benefits available to them.
Communicate online in a conversational manner that promotes dialogue and establishes rapport. Associate must avoid poor grammar, misstatements, or lengthy explanation. Online writing necessitates that associate have an aptitude for knowing when to apply the “dos and don’ts” of online communication.
Type at a reasonable pace, 30-35 words a minute (WPM).
Provide product information, use service engagement skills, and efficiently use service resources.
Technology comfort and know-how: Associate must be adept at using the Associate Workspace, other technology, and automation tools.
App, Website, and SMS savvy: Consumers who accept an engagement will have high expectations of the associate’s knowledge. Associate will need to maintain a high level of familiarity with the digital property the consumer is using.
Read between the lines.” Visitors don’t necessarily have good writing skills and advocates may have to interpret what the visitor is really asking by responding with a clarifying question or statement.
Adapt to continual change as the department fine-tunes the messaging program
Maintain a healthy brand-to-consumer relationship that benefits the consumer. Communicate with consumers primarily through messaging. Unlike other forms of communication, messaging grants both you and the consumer time flexibility, and keeps you connected even after the immediate question has been answered. The result is a superior customer service experience for the consumer, and a superior professional experience for you – where you can personalize your interactions and have a meaningful impact on our business
Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so.

Required Qualifications: Customer Service Representative

Any Graduate (Excluding B tech/MCA)
General knowledge of computers and business operations
Proven minimum typing speed of 35-40 Words Per Minute
Comfortable to work in nightshits
Proven excellent interpersonal and business communications skills – verbal and written

Preferred Skills as Customer Service Representative

Familiarity with healthcare systems and terminology.
Ability to work independently and collaboratively in a fast-paced environment.
Strong problem-solving and critical-thinking skills.
Strong English Communications Skills.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

10 Interview Questions and Answers for Customer Service Representative

General Questions

Question: Can you describe your previous Customer Service Representative experience and how it relates to this role?
- Answer: In my previous role, I handled a high volume of customer inquiries via email and chat, resolving issues related to account management and billing. I developed strong communication skills and learned to use various CRM tools, which align closely with Optum’s emphasis on technology and online communication.
Question: How do you handle a situation where you don’t have an immediate answer to a customer’s question?
- Answer: I prioritize transparency and assure the customer that I will find the information they need. I then consult internal resources or escalate the query to a more experienced team member to provide a timely and accurate resolution.

Situational Questions

Question: How would you deal with a frustrated customer who is not satisfied with the service?
- Answer: I would listen actively to understand their concerns and empathize with their frustration. Then, I would explain the steps I will take to resolve their issue, keeping them updated throughout the process to rebuild trust and confidence.
Question: Describe a time when you had to adapt quickly to a new tool or process at work.
- Answer: In my last role, our team implemented a new chat management system. I proactively attended training sessions and practiced using the tool during downtime. This allowed me to transition smoothly and even assist colleagues who were less familiar with the new system.

Behavioral Questions

Question: How do you ensure effective communication in an online-only customer service environment?
- Answer: I focus on clarity, brevity, and empathy in my responses. I use proper grammar, avoid jargon, and ensure my tone is friendly and professional. When necessary, I ask clarifying questions to fully understand the customer’s needs.
Question: Can you provide an example of a time when you exceeded a customer’s expectations?
- Answer: A customer once contacted me about a billing error. Beyond correcting the issue, I provided them with detailed steps to avoid similar problems in the future and followed up a week later to ensure they were satisfied. This proactive approach earned positive feedback.

Technical Questions

Question: What strategies do you use to maintain a high typing speed and accuracy during busy periods?
- Answer: I rely on keyboard shortcuts and templates for common queries, which save time and reduce errors. I also focus on staying calm and organized, even during peak times, to maintain accuracy.
Question: How do you stay updated on the latest tools and technologies used in customer service?
- Answer: I regularly attend training sessions, participate in webinars, and explore self-paced online courses. I also stay curious and experiment with new features in the tools I use daily.

Company-Specific Questions

Question: Why do you want to work at Optum?
- Answer: I am inspired by Optum’s mission to improve health outcomes and promote equity. The opportunity to contribute to meaningful work while developing my skills in a supportive environment aligns perfectly with my career goals.
Question: How would you embody Optum’s values in your daily work?
- Answer: By treating every customer interaction as an opportunity to make a positive impact, I would demonstrate empathy, professionalism, and a commitment to excellence. Additionally, I would collaborate with colleagues to uphold Optum’s standards of innovation and inclusivity.

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