Customer Service Call Center Representative at FedPoint in Portsmouth, NH

Job description

• Are you passionate about delivering exceptional customer service and thrive in a dynamic environment? Join our Customer Service team—where your work directly supports federal employees, their families, and a mission that truly matters.
• As a Customer Service Representative, you’ll be part of a team committed to trust, care, and security. You’ll support enrollees by handling complex inbound and outbound calls and responding through our Customer Support Center. Whether assisting with account updates, billing questions, or claims-related inquiries, you’ll help create a seamless and reassuring customer experience.
• Every interaction is an opportunity to make a difference—and to strengthen our commitment to operational excellence and data security.

Responsibilities

• • Support FLTCIP (Federal Long-Term Care) enrollees by responding to service inquiries via phone and our Customer Support Center
• • Educate callers, process transactions, and troubleshoot issues using web-based, CRM, and case management systems
• • Document all interactions accurately and in compliance with HIPAA and program guidelines
• • Conduct outbound calls to gather information or support business needs
• • Provide clear, accurate, and timely information while following all privacy and security protocols
• • Maintain reliability in attendance, schedule adherence, and availability during scheduled shifts
• • Participate in our formal career track, including required Long Term Care certification within 9 months of employment

Requirements

• • High school diploma or equivalent
• • At least 6 months of high-volume call center experience or 2+ years of customer service experience
• • Experience using web-based service systems; familiarity with CRM and work distribution systems preferred
• • Strong verbal communication skills and comfort working in a fast-paced, structured environment
• • Ability to multitask across multiple systems while maintaining accuracy
• • Ability to attend full (in-person) 4.5 week training beginning October 30, 2026

Skills

Required

• Strong verbal communication skills

Benefits

• At FedPoint, our mission is to create and deliver world-class benefits experiences for our customers, clients, and business partners.
• We offer a dynamic work environment where innovation and collaboration are encouraged. You'll have the opportunity to make a significant impact while honing your skills and advancing your career.
• In addition to working for a company with great people and an excellent reputation, what’s in it for you?
• Generous 401k plan: 100% match of employee's contribution, up to a maximum of 6% salary, vests immediately.
• Bonus Opportunity: Qualifying employees can earn an annual bonus based on company metrics and personal performance.
• Lots of paid time off: 3 weeks’ vacation, 7 sick days, 3 personal days, and 12 paid holidays!
• Competitive benefits include health, dental, vision, disability, life, legal, flexible spending account (FSA) and Health Savings Account (HSA) options.
• 6 weeks fully-paid parental leave
• Tuition reimbursement program to support career goals.
• Corporate giving and matching gifts program.
• Volunteer program: Paid time off to volunteer and company-organized volunteering opportunities.
• A wide variety of personal, professional, and career development programs.
• Comprehensive wellness program offering a variety of resources and activities to help support your well-being in the following areas: career, financial, mental, emotional, physical, social and community.