Call Center Representative

Job Description

Must Haves:

• 1-year Call center customer service experience (high volume environment) or hospitality/retail customer service experience
• Windows 10
• Microsoft office
• Computer-literate – able to manage multiple monitors & able to pick up new systems
• Positive attitude and ability to communicate effectively with all levels
• Strong problem-solving skills and customer first mentality
• Comfortable in a fast-paced/high volume environment
• High School degree

Plusses:

• Employee benefits/provider services experience, healthcare, insurance, claims
• COBRA/Retiree processing experience (huge plus)

Day to Day:

The Benefits Support Advocate (Health Concierge) is directly responsible for helping meet and exceed client expectations by supporting our clients and their employees with our best‑in‑class HR software and services. As a Health Concierge you will answer incoming calls and chats from customers about their employer’s benefits plans, including educate and advise callers on their benefits, the system, and all related processes, process enrollment related transactions and take ownership of issues through resolution, research customer requests and follow up with customers as needed and troubleshooting issues.

In addition, you will document information into a client system to track customer interactions and solutions.

• 20-30 calls daily, 8-9 minutes on average per call (there will be a call guide to reference for client specific information)
• Understand reason for call (when is their annual enrollment date, dependent information)
• Collect information to authenticate call
• Advocate for employee on the phone
• Reference client call guides:
  There will be a call guide for each client
• Create case for new callers and log information
• 90% of calls answers can be answered on call guide