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Customer Service Representative

2 months ago

Pittsburgh, United States A-Line Staffing Solutions Full time
Job DescriptionJob Description

Client: Willis Towers Watson

Title: Benefits Customer Service Representative

Pay Rate: $16.50/hr

Bilingual (Spanish/French) Pay Rate: $17.25/hr

Location: Pittsburgh, PA (Position is remote, but candidates will be required to come onsite on Day 1 to pick up equipment as well as for occasional meetings/special projects)

Schedule: 8-hour shift between 8AM – 7PM EST, Mon – Fri; availability to work until 11PM ESTduring blackout periods is required

Please Note: Time off may NOT be taken during the first 2-weeks of this job or during set blackout dates (early Oct. - early Dec., and early Jan.)

 

As a Benefit Customer Service Representative, you will have the rewarding opportunity to help our client plan participants through the enrollment process, making updates to their healthcare and/or pension plans. In this role, you will spend your day on the phone, with opportunities to assist in chat and message centers as you gain additional experience.

 

During the busy season, you will be expected to work a 40-hour week, as well as overtime, when requested. During the initial training period and during our off season, hours may fluctuate between 32 to 40-hours, depending on the needs of the assigned client(s). This is a seasonal role, however we will ask high performers to remain with the organization to assist other clients; top performers may also be offered a full-time opportunity down the line.

 

Position Responsibilities:

 

  • Quickly build rapport and respond to plan participants in a compassionate manner by identifying and exceeding expectations, responding in a respectful, accurate, and timely manner, consistently meeting commitments via phone, email, and instant messaging
  • Customize customer service approach to meet all types of communication styles and personalities, while maintaining professionalism and diplomacy during difficult calls
  • Handle confidential information with sensitivity and discretion, in accordance with HIPAA, Data Privacy laws, and company data security requirements
  • Skillfully translate health, welfare, and pension terms, complex plan information, and processes into simple explanations and instructions that customers can understand and act upon
  • Read and understand clients plan documents and online knowledgebase tools while collecting relevant information to determine immediate requests/questions, and to anticipate future needs of members
  • Demonstrate knowledge and understanding of compliance with the company, client procedures, and guidelines, providing appropriate and accurate information
  • Maintain and document complete and accurate call and case notes in a professional manner
  • Regularly participate in team meetings and training
  • Perform other duties, as assigned

 

Position Requirements:

 

  • Experience working in a customer service-related field
  • Excellent ability to communicate effectively using the English language in a customer service setting, with strong verbal and written communication skills and proper grammar
  • Strong written commination skills, with a dedication to maintaining well-written client notes and instant message communications, without the use of slang or emojis
  • Experience using Microsoft Office, with the strong ability to juggle multiple open computer windows to answer questions while on the phone/through instant messaging
  • Ability to type 30+ words per minute
  • Ability to quickly assess member concerns and formulate a response/resolution using analytical and problem-solving skills
  • Patience and the ability to listen and recognize the needs of client members
  • Ability to overcome objections with knowledge, patience, and understanding, with an enjoyment meeting new people by phone email and instant message
  • High level attention to detail, multi-tasking, and ability to organize work
  • Ability to work autonomously in a self-paced, self-motivated team environment
  • Ability to understand and follow oral and written instructions
  • An excitement to learn new things and the self-motivation to always seek to improve
  • Comfortability working and training in a remote working environment, where the majority of your interactions with peers, supervisors, and managers, are virtual
  • Ability to work in a structured environment, including adhering to posted work schedules and breaks/lunches
  • Experience working in a call center environment preferred
  • Working knowledge of health and welfare and/or defined benefit pension plans preferred
  • Ability to read, write, and speak Spanish or French highly preferred
  • A minimum of a High School Diploma or GED required; Associate’s or Bachelor’s Degree in a relevant field preferred

If you're ready to unleash your expertise and drive digital innovation forward, reach out to Brett Middleton at bmiddleton@alinestaffing.com or simply apply to this posting. Let's shape the future of data together