Call Center Representative (Agent Support) - San Juan, PR

About the role

Optum, part of UnitedHealth Group, is hiring a Call Center Representative (Agent Support) in San Juan, Puerto Rico. The role provides phone support to Sales Agents, helping them complete sales transactions, navigate sales content and submit member applications. An English proficiency assessment is required after application.

Key responsibilities

• Provide phone support to Sales Agents with high-quality service and applicable sales solutions
• Treat each Sales Agent with respect, courtesy and a genuine desire to help
• Act as an authority on Sales Agent tools, products, features, service issues, systems and content
• Complete training requirements to stay current on content, systems and products
• Partner with Internal Sales Agents, Field Sales Agents, Sales Leadership, Operations and Tier 2 partners
• Deepen Agent engagement with self-service tools by offering tips, updates and best practices
• Document interactions accurately and concisely in the relevant systems
• Meet and exceed performance goals on a weekly, monthly, quarterly and annual basis
• Research and resolve questions on sales tools, UHC product content, member needs, Medicaid and Medicare verification, application processing, onboarding and commission inquiries

Required profile

• 1+ year of customer service experience
• Experience in a production environment
• Bilingual Spanish/English proficiency
• Full-time availability, 40 hours a week minimum, Monday to Friday, 8:00am to 9:00pm, including evenings, holidays, weekends, variable schedules and overtime during peak seasons

Required skills

• Proficiency with Microsoft Office (Outlook, Excel, PowerPoint, Word)
• PC navigation experience
• Preferred: call center, sales and healthcare/insurance experience, Medicare knowledge, and experience navigating a computer while on the phone