Call Center Rep

Position Overview

Job Summary: The Benefits Call Center Representative serves as a key point of contact for employees, providing frontline support on a wide range of benefit and well‑being programs. This call center–based role involves handling inbound and outbound phone calls, responding to benefit‑related inquiries, and assisting with Qualifying Life Events. Representatives resolve routine concerns, escalated complex issues when needed, and document each interaction accurately and thoroughly.

This role ensures employees receive timely, high‑quality service by following established procedures, leveraging communication materials, and working closely with vendors to research and resolve benefit questions.

• Delivers customer service support to internal and external customers by addressing benefits–related questions, leveraging communication materials, and researching issues.
• Escalates complex benefits questions and concerns to the Benefits Coordinator while coordinating with vendors to ensure timely and accurate resolution of employee issues.
• Tracks escalated concerns and reports of incoming and outgoing calls and emails.
• Prioritizes and documents customer interactions, satisfaction, and feedback for reporting purposes.
• Provides Open Enrollment and Qualifying Live Event support.
• Maintains targeted outreach on employee benefit and well‑being enrollments, elections, etc.
• Other duties as assigned.

• Education:
  
  High School / GED.
• Experience:
  
  1–3 years in a customer service or benefits support role.

• Bilingual in English and Spanish, with the ability to read, write, and speak both languages fluently.

Sitting, standing, bending, reaching, stretching, stooping, walking, and moving intermittently during working hours. Must be able to lift at least 20 lbs. Must be able to maintain verbal and written communication with co‑workers, supervisors, residents, family members, visitors, vendors, and all business associates outside of the health campus.

US-KY-Louisville

Trilogy Health Services

303 N. Hurstbourne Parkway

Louisville, KY

• Competitive salaries and weekly pay
• 401(k) Company Match
• Mental Health Support Program
• Student Loan Repayment and Tuition Reimbursement
• Health, vision, dental & life insurance kick in on the first of the month after your start date
• First time home buyers’ program
• HSA/FSA
• And so much more!

We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy or any other protected characteristic as outlined by federal, state or local laws.

FOR THIS TYPE OF EMPLOYMENT STATE LAW REQUIRES A CRIMINAL RECORD CHECK AS A CONDITION OF EMPLOYMENT.