compensation: $16.25/hr or $16.75/hr for bilingual candidates (Spanish) employment type: contract
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Apex Systems is looking for skilled Customer Service Representatives to join the team of one of our top Insurance industry clients in the Minneapolis area. If interested, send your resume and contact info to Emily at the address provided.
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 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 knowledge base 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
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 work in a multi-tasked environment and prioritize and organize work
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
Fluent in Spanish a plus
Be able to pass online office grammar and spelling quiz with a score of 75% or higher
Principals only. Recruiters, please don't contact this job poster.
do NOT contact us with unsolicited services or offers