Customer Success Agent

Job Summary

Humana is hiring a Customer Success Agent at its New York State Campus in Albany County. This role focuses on delivering exceptional service to members and prospects, ensuring a memorable experience that supports Humana’s Health First mission.

Key Responsibilities

• Engage with members and prospective customers via phone, email, and chat to resolve inquiries promptly.
• Provide product knowledge and guidance to help customers make informed health‑care decisions.
• Document interactions accurately in the CRM system and follow up on open cases.
• Identify opportunities to upsell or cross‑sell Humana services that align with member needs.
• Collaborate with cross‑functional teams to address complex issues and improve service processes.
• Meet or exceed performance metrics such as first‑call resolution, customer satisfaction scores, and call quality standards.

Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• 1‑2 years of experience in customer service, call‑center, or health‑care support.
• Strong communication skills with the ability to convey complex information clearly.
• Proficiency with CRM tools and Microsoft Office Suite.
• Empathetic, patient, and able to handle high‑volume interactions.
• Eligibility to work in the United States.

Compensation & Benefits

Annual salary: $63,155.56 (fixed). Humana offers comprehensive health benefits, retirement plans, paid time off, and opportunities for career growth within a supportive, mission‑driven environment.

Frequently Asked Questions

What does a Customer Success Agent at Humana do?

They handle member and prospect inquiries, provide product guidance, resolve issues, and ensure a positive experience that aligns with Humana’s Health First focus.

What are the required qualifications?

A high school diploma (or higher), 1‑2 years of customer service experience, strong communication skills, and basic proficiency with CRM and Microsoft Office.

What is the salary and benefits package?

The position offers a fixed annual salary of $63,155.56 plus health benefits, retirement plans, paid time off, and career development opportunities.