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Benefits Call Center Representative

Monroeville, PA | Temporary

Post Date: 06/05/2018 Areas of Expertise: Call Center Pay Rate: 15.00

Contemporary Staffing is currently seeking a Benefits Call Center Representative for a client located in Monroeville, PA.

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.

  • Provide a high level of customer service support when handling customer 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 plan documents, amendments or online knowledge base tools, etc. Collect relevant information, determine immediate requests/questions and also anticipate the future needs of the member
  • 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
  • Maintain diplomacy and tact while dealing with upset or escalated callers
  • Possess a cooperative and positive attitude towards customers, internal contacts and team members
  • Participate in team meetings and training
  • Perform other duties as assigned

Requirements

  • 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 of 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 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 40 hours/week with some overtime requested; variety of schedule start and end times)
  • Must have excellent attendance and be punctual to work
  • Fluent in Spanish a plus
  • Associate or Bachelor's degree preferred

Melissa Dickerson

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