Customer Success Representative

Overview

Every interaction matters. On our Customer Success team, you’ll play a key role in helping people navigate important healthcare and insurance questions with confidence and ease. If you take pride in creating positive, meaningful experiences—and want to make a real impact in people’s lives, we’d love to meet you. 

In this role, you’ll support our customers across multiple channels, including phone, chat, web, written correspondence, and in person. These aren’t just calls – they are moments when people need clarity, reassurance, and support. Your ability to listen, solve problems, and communicate with empathy will directly impact someone’s healthcare experience and peace of mind. No two days are the same, so if you enjoy a fast-moving environment where you can problem-solve and connect with others, you’ll thrive here. 

At Quartz, we invest in your success from day one. You’ll receive paid training, ongoing opportunities for growth and development, and the support of a collaborative, inclusive teams that values your contributions. 

If you’re service-driven, empathetic, and ready to grow your career, this is your opportunity to make an impact. 

Benefits: 

• Starting pay $21/hr and robust total rewards package
• Opportunity for overtime and shift differential pay
• Flexible scheduling options – generally working a Monday-Friday schedule (rotating occasional weekend shifts); Scheduling options of 8 am-4:30 pm, 8:30 am-5 pm, or a 4 day workweek, 10 hour shift of 7:30 am-6 pm
• Training starts Monday, July 13th!  

Responsibilities

• Respond to customer inquiries related to their healthcare and/or health insurance primarily by phone, in a call center environment; may also use email, chat, written correspondence, web messaging, and in-person interactions, as needed
• Assess customer needs and provide appropriate support, including but not limited to: locating in-network providers, coordinating prior authorizations or referrals, analyzing claims to identify and resolve issues, supporting online portal navigation, health plan options, and setting appropriate expectations and outcomes 
• Contact providers or other external parties, as needed, to gather information and resolve questions; may educate providers on claim submission requirements, remittance processes, coding protocols, and repricing to address or reduce errors  
• Reference internal systems and materials to research and resolve issues in an accurate and timely manner  

Qualifications

• 1+ year(s) of customer service experience required; experience working in a call center and/or the healthcare or health insurance industry is preferred
• Computer experience and moderate knowledge of personal computer software applications such as Microsoft programs
• High school diploma or equivalent
• Access to a stable, high-speed, non-satellite Internet connection
• Excellent active listening skills
• People-oriented, with the ability to show empathy and compassion, along with the willingness to be helpful
• Ability to multitask – specifically able to operate computers and telephones simultaneously in a fast-paced environment along with the ability to learn and navigate through multiple computer applications 
• Excellent written and verbal communication skills
• Works well in a team environment and independently as a telecommuter
• Excellent attendance record 

This position will work on-site from our Onalaska, WI office. Hardware and equipment will be provided by the company, but candidates must have access to high-speed, non-satellite Internet to successfully work from home, as needed, on nights, weekends, and possible overtime shifts. 

The Quartz Customer Success Department is open from 8 am-8 pm, 7 days/week (October-March) and Monday-Friday (April-September). Employees rotate weekend and evening shifts on a voluntary basis, with eligibility for overtime and shift differential pay. Flex scheduling options to work 4, 10-hour shifts per week may also be available.  

Quartz offers an excellent benefit and compensation package, opportunity for professional growth and a professional culture built upon the foundations of Respect, Responsibility, Relationships, & Resourcefulness. To support a safe work environment, all employment offers are contingent upon successful completion of a pre-employment criminal background check. 

Quartz values and embraces diversity and is proud to be an Equal Employment Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity or expression, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.