Why customer service?It’s a good question, according to Aerotek Recruiter Taylor Brinton, who works with the best and brightest of our CSRs. “Not everyone is cut out for this work. It can be quite challenging since they’re dealing with people and, mostly, their problems. They’re trying to find solutions to their problems, very specific problems. All day. It takes a special kind of professional to enjoy and excel at this job,” says Taylor.
Obamacare changed everythingThe Affordable Care Act, commonly known as Obamacare, ushered in a whole new era in healthcare insurance when it was signed into law in 2010. Once a year, people can select their upcoming year’s insurance plan and for many, the process is confusing. It turns out that a very special kind of customer service representative is needed to help people navigate these tricky waters.
What makes them special?We asked Caelen to talk more about what makes CSRs special, especially those who not only excel within the intensity of healthcare open enrollment season but those that come back year after year. “These are people with personality. The number one character trait that sets them apart from many other people is empathy. They really do put themselves into the place of the person on the other end of the phone or website. They genuinely love to help people.” Caelen made another point, about what made the great open enrollment CSRs coming back — compensation. “Our skilled healthcare CSRs become very knowledgeable about health insurance and healthcare services. Many hold degrees and the experienced reps can be very well rewarded for their work.”
The lure of healthcareTaylor spoke about the unique attraction of healthcare for some of our more ambitious open enrollment CSRs. “Many of our open enrollment CSRs have already decided they want to work for a large company in the healthcare industry. They’re attracted to Fortune 500 companies. They’ve done their homework and know that many of these companies like to hire from within. Once each year they get a three month shot at learning the ropes from the true frontline of a business they’re interested in. It’s a great way for them to work their way into jobs like lab and pharmacy technicians.”