Job Description

Remote Bilingual  Spanish/English Speaking Customer Service Rep
Location: Remote

Reports to: Director of Account Services
Temporary to Permanent 
$19 An Hour Plus Benefits

About Us:  

Join our team, a leader in delivering unparalleled service and support to our clients and their employees. We pride ourselves on fostering a dynamic, supportive, and innovative work environment, where your contributions make a real difference.   Since our inception in 1989, we have steadfastly committed ourselves to providing premier strategies in employee benefits. Our unmatched expertise spans a variety of industries, allowing us to tailor streamlined, efficient, and cost-effective benefit programs for our clients. We place a strong emphasis on rigorous compliance with all relevant regulations, guaranteeing outstanding results for every organization we partner with.

Job Summary:

As a Client Service Specialist (CSS), you will be an integral part of our call center operations, offering first-line support and guidance to our clients' employees regarding their benefit programs. You'll have the opportunity to work with a variety of vendor systems, gain an in-depth understanding of diverse benefit designs, and help our members maximize their benefits.

Key Responsibilities:

• Provide comprehensive assistance to callers with inquiries related to their employer's benefit programs.
• Support members in filing claims, setting up direct deposits, and issuing new vendor cards.
• Update and maintain member demographic information across internal and external systems.
• Capture and advise on plan elections, aiding employees in understanding and utilizing their benefits fully.
• Conduct provider searches and enroll dependents, ensuring a seamless benefits experience for all members.
• Act as a liaison for escalated issues, working closely with Account Managers to resolve complex inquiries.
• Manage a high volume of calls, employing de-escalation tactics and striving for first-call resolution.
• Maintain detailed call logs to ensure thorough follow-up and resolution of member inquiries.
• Participate in outreach campaigns, fostering strong relationships with our clients and their employees.
• Collaborate with a team of account specialists and managers to monitor and address pending eligibility issues.

Qualifications:

• Exceptional communication skills, with the ability to clearly and empathetically assist callers.
• Basic understanding of employee benefits, insurance terminology, and related products/services.
• Proficiency with computer systems, including CRM platforms, Microsoft Office Suite, and the ability to learn new software quickly.
• Experience with office equipment and technologies (fax, copier, postage machines).
• Capability to manage high call volumes, especially during peak times, while maintaining a positive and professional demeanor.
• A team player who thrives in collaborative environments but can also work independently.

Why Join Us:

• Competitive salary + benefits
• Opportunities for professional growth and development within a supportive and dynamic team.
• A culture that values work-life balance, with flexible working arrangements to accommodate office and remote work preferences.
• Engagement in meaningful work that directly impacts the well-being and satisfaction of our clients and their employees.

Interested candidates should submit a resume and cover letter detailing their interest in the role.  We look forward to learning more about how you can contribute to our team!

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