Customer Service Representative

Overview

Description:

Job Title:

Customer Service Rep

Location:

Urbandale

Rate: ***

Remote or Onsite:
Remote

Active Licensing Requirements:

• All of these are required: CA, MI, NY, IN, FL, MA
• They need to be licensed in at least 3 of these: NJ, OH, MD, PA, VA, CT

We would require the temps to pull an NIPR report and provide that to us as provide of their licensing in the required states above.

Mercer is seeking candidates for the following position to support our Urbandale location:
Customer Service Representative - Benefits Counselor

• This is a customer service contact center position with structured scheduling
• You will be part of a company committed to enhancing the health, wealth, and careers of the clients we serve and their employees — and will work for a company equally invested in the development of our own people
• You can rest assured a high value is placed on diversity and we work to foster understanding, inclusion, and innovation in the workplace
• As a core component of our workplace culture, we are fully committed to volunteering and caring for our communities
• You will be doing meaningful, challenging work, and can look forward to a career with many opportunities to learn, grow, and advance

• You will work in an exciting environment with a reputable company and receive paid training

• Handle inbound telephone calls and document all interactions in Sales Force
• Respond to both standard and more difficult customer inquiries regarding various products and services via the phone or email
• Research customer inquiries and follow up with customers as needed via email or outbound phone calls
• Respond formally to correspondence, either verbally or in writing, utilizing all reference material necessary to provide an informed response to the customer
• Request additional/missing information from the customer via written or verbal communication
• Document client issues and escalate issues to appropriate parties to resolve
• Ability to troubleshoot basic website errors/questions
• Assist with enrolling customers in various life and health products
• Ability and flexibility of working a scheduled day
• Assisting customer with payments and payment related questions
• Assisting customers with the claims and claims related processing

• HS diploma or equivalent
• At least 1 year of proven customer service or sales experience
• At least 6 months of experience using MS Office Suite (Word, PowerPoint, Excel)
• Basic computer troubleshooting skills
• Strong oral and written communication skills

• Bachelor’s degree
• Prior call center experience
• Bilingual (Fluent in Spanish and English, both written and verbal)
• Currently hold an active Life and Health License
• Previous experience with Group Universal Life, Medical, Dental, Vision, Accident or Critical Illness products