The Customer Service Representative serves as the front line employee, serving as the first point of contact for plan participants for employer sponsored benefits, such as Flexible Spending Accounts, Health Savings Accounts, and Continuation of Health Coverage – COBRA. This role is equally challenging and rewarding. This individual will be responsible for providing world class customer service while building and maintaining relationships from our inbound contact center. Must have the flexibility to work regularly scheduled hours (Call center hours are 7:30 AM – 7 PM CST, M-F) – 10 AM – 7 PM is required for ALL entry/new hires, and flexibility to move to different shifts (potentially evenings and weekends) is preferred. **Bilingual a PLUS**
PRIMARY DUTIES & RESPONSIBILITIES:
- Answer a high volume of calls, chats, or emails from plan participants regarding various aspects of their benefit plans
- Proactively recommend solutions and set appropriate expectations for participants
- Provide accurate information to plan participants and internal business partners
- Strive for first call resolution with all participant interactions including complaints and escalations
- Display professionalism and be empathetic with participants during difficult times
- Maintain compliance on all HIPAA guidelines and regulations without exception
- Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application
- Complete other duties and special projects as assigned by management
REQUIRED SKILLS:
- Strong verbal and written communication skills
- Have the ability to work well independently and within a team environment, with strong ability to multi-task
- Be detail-oriented, possess critical thinking and problem solving skills
- Anticipate, empathize and address the needs of the customer
EXPERIENCE:
- High School diploma or GED Required
- Must have a minimum of 2 years in a customer service or contact center environment
- Previous healthcare, benefits administration or insurance industry experience preferred, but not required
- **Bilingual a PLUS**
CHECK HERE FOR MORE DETAILS AND TO APPLY
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