Benefit Customer Support Representative

Kelly Services Richardson, TX
Job Description: The Benefit Customer Service Representative provides customer service support for client pension and/or health and welfare plans using web-based systems for tracking, information gathering and troubleshooting issues. Pay rate is $15/hr. Key Responsibilities Provide a high level of customer service support when handling customers' questions/complaints in respect to defined benefit pension and/or health and welfare plans. - Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations (responding in a respectful, accurate, timely manner, consistently meeting commitments) - Demonstrate flexibility to customize customer service approach to meet all types of member communication styles and personalities - Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements - Proficiently 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, amendments or online knowledgebase tools, etc. Collect relevant information, determine immediate requests/questions and also anticipate the future needs of the member - Maintain diplomacy and tact while dealing with upset or escalated callers - 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 - Respond professionally to customer inquiries/complaints received via phone, email or other communication channels - Demonstrate ability to maintain a high level of customer service in a changeable work environment - Participate in team meetings and training - Possess a cooperative and positive attitude towards customers, internal contacts and team members - 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 - Ability to quickly assess current state issues and formulate a response/resolution using analytical and problem solving skills - High level attention to detail - Strong computer skills with the ability to navigate multiple software applications - Working knowledge of health and welfare and/or defined benefit pension plans a plus - Minimum 1-2 years' experience in a customer service setting, at least 2-3 years is preferred - Proficiency in the use of Microsoft Office programs (specifically Outlook, Excel and Word) - Ability to type 30-40 WPM - Ability to work in a team environment - Ability to work in a multi-tasked environment and prioritize and organize work - Ability to understand and follow oral and written instructions - Ability to work a flexible work schedule (30 - 40 hours/week with some overtime requested; variety of schedule start and end times) - Must have excellent attendance and be punctual to work Associate or Bachelor's degree preferred