Senior Customer Service Representative

Requisition Number: 2352963
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
Location: On-site (HYD Site / Office-based)
Shift: Evening Shift
Role Type: Full-time - Customer Support / Chat Support
About the Role
We are looking for a proactive and customer-focused Chat Advocate to join our support team. The ideal candidate will serve as the first point of contact for customers through chat, delivering timely, accurate, and empathetic assistance. This role requires excellent written communication, multitasking ability, and a strong customer-service mindset.
Primary Responsibilities:

• Provide real-time support to customers through live chat channels
• Understand customer queries and respond with clarity, accuracy, and professionalism
• Follow established processes and workflows to troubleshoot issues and provide solutions
• Escalate cases to the appropriate teams when needed, ensuring proper documentation
• Maintain service level standards for response time, quality, and customer satisfaction
• Manage multiple chat interactions simultaneously without compromising quality
• Capture customer feedback and report recurring issues to improve processes
• Ensure adherence to data privacy and security guidelines during all interactions
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Proven excellent written communication skills with strong grammar, clarity, and tone adaptation
• Proven solid customer service orientation with the ability to stay calm and empathetic
• Proven problem-solving mindset with attention to detail
• Proven to be comfortable working in an evening shift and on-site environment
• Proven ability to type quickly and accurately while managing multiple conversations
• Proven ability to follow guidelines, scripts, and response templates while personalizing customer interactions

Preferred Qualifications:

• Experience in chat support or customer service (email/chat/voice)
• Proven ability to handle sensitive customer scenarios with professionalism

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.