Benefits Customer Service Representative

Duties: As a Benefit Customer Service Representative you will have the rewarding opportunity to help our client plan participants through the enrollment process and when making updates to their health care and/or pension plans. We allow you the freedom to take the time necessary to provide the highest level of service on each contact. You will spend your day on the phone, with opportunities to assist with chat and message center as you gain additional experience. We provide superior customer service in a work from home environment (following the initial training and onboarding period).

Key Responsibilities

??? Quickly build rapport and respond to plan participants in a compassionate manner by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email and instant message

??? Ability to customize customer service approach to meet all types of communication styles and personalities while maintaining professionalism and diplomacy during difficult calls

??? Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements

??? Skillfully translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon.

??? Read and understand client's plan documents and online knowledgebase tools while collecting relevant information to determine immediate requests/questions and also to anticipate the future needs of the member

??? Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information

??? Maintain and document complete and accurate call and case notes in a professional manner

??? Regularly participate in team meetings and training

??? Perform other duties as assigned

??? Excellent ability to communicate effectively using the English language in a customer service setting, including verbal and written communication skills in a grammatically correct way

??? Ability to quickly assess member concerns and formulate a response/resolution using analytical and problem solving skills

??? Ability to work in a structured environment - adhere to posted work schedule and breaks/lunches, following protocols

??? High level attention to detail, multi-tasking, and ability to organize work

??? Experience using Microsoft Office with a strong ability to juggle multiple open computer windows to answer questions while on the phone/instant messaging

??? Ability to work autonomously in a self-paced, self-motivated team environment

??? Must be comfortable working in a virtual environment to include on-line training and interaction with Managers/Supervisors via chat

??? Ability to understand and follow oral and written instructions

??? Ability to type 30 words a minute

??? Experience working in a customer service related field

??? High School degree required