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Bilingual Customer Service Representative

King of Prussia, PA 19406

Post Date: 03/01/2018 Areas of Expertise: Call Center Pay Rate: $14-$15/hr
  • Responsible for answering inbound/outbound calls related to Health & Welfare approximately 85% of the work day;
  • Follow-up on calls that need additional assistance or have been escalated to Tier 2 or 3;
  • Using available resources (call center worker instructions, Knowledge System and other client process materials), research and identify required information to resolve customer inquiries;
  • Identify and escalate issues that may affect the quality of service, cause technical challenges or place clients SLA's at risk;
  • Partner with internal team members to ensure that requests are handled appropriately and in a timely manner;
  • Route calls to the appropriate carriers as required by client specific process;
  • Use sound judgment, escalate issues as needed;
  • Recognize, document and communicate reoccurring problems and/or trends, as appropriate;
  • Participate in all client specific, Open Enrollment (OE) and on-going events and training sessions organized by the training department such as meetings, mentoring, peer feedback etc.
  • Participate in reviews of processes and procedures creating efficiencies and best practices;
  • Perform other duties or special projects as assigned.
  • High school diploma or GED equivalency is required, college degree preferred;
  • Minimum of 1 year demonstrated experience within a customer service or call center capacity;
  • Related exposure to employee benefit plans is preferred;
  • Experience within a third party administration, benefits brokerage, health and welfare consulting, health care, or insurance related industry is highly preferred;
  • Proficiency in the Microsoft Office Suite, including Word, Excel and Outlook is required.

Tori Cini
Staffing Specialist

Victoria places top talent in the accounting/finance, human resources, and office/call center areas. She has experience recruiting nationwide and assisting job seekers in their next career.
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