Agent Services Representative [Contractor]
Summary
Spark is looking for a Customer Support Associate. In this role, you will assist health insurance agents with their inquiries and provide initial support to clients. Your role involves addressing basic issues, escalating complex cases, and ensuring a seamless experience for all stakeholders. You will work closely with internal teams to resolve our clients' problems.
You will report to the Customer Experience Manager and partner with them to create an exceptional experience for our growing customer base.
Please note:
This is a contract position running from late September through December 2026
This is a full-time, hourly paid position with a pay range of $30.00 – $35.00 per hour
Training will take place in person in Chicago. Once training is complete, the role is fully remote
Key Responsibilities
Support Agents and Clients: Provide first-level support to health insurance agents and clients through various communication channels, including phone, email, and chat.
Triage Requests: Efficiently categorize and prioritize incoming requests to ensure timely resolution or escalation to appropriate departments.
Issue Resolution: Address common inquiries related to contract and onboarding status, as well as ad hoc requests from both internal and external customers.
Documentation: Accurately document interactions and resolutions in the ticketing system.
Feedback Loop: Gather feedback from agents and clients to identify areas for improvement in processes and services.
Collaboration: Work closely with other departments to resolve complex issues and improve service delivery.
Skills, Knowledge and Expertise
Competencies
Strong communication skills, both verbal and written
Excellent problem-solving abilities
Ability to work independently and as part of a team
Proficiency in using ticketing software and other communication tools
Strong organizational skills with attention to detail
Qualifications
Previous experience in customer service or support roles, preferably in the health insurance industry
Availability for the full contract term and ability to attend in-person training in Chicago
Fluency in Spanish not required, but nice to have
High school diploma or equivalent; additional qualifications in healthcare or insurance are a plus
CompensationHourly Range
$30—$35 USD