Customer Service Representative

2 months ago

Itasca, United States Trionfo Solutions Full time
Job DescriptionJob Description

HYBRID - The Customer Service Representative (CSR) will offer a unique opportunity to join a dynamic technology company that is changing how businesses, payers and employers/individuals evaluate, buy, manage, and get the most out of their benefits. The CSR is responsible for ensuring all customer inquiries (calls and emails) are handled on a priority basis, providing professional and efficient service. Responsible for answering inbound calls, return clients calls/escalate as needed, document incidents, and escalate tickets as needed to the next level of support.
Duties and Responsibilities:
⦁ Customer Support
⦁ Research benefits details and status and respond to customer inquiries in a high-volume customer response center involving both email and phone calls.
⦁ Handle inbound customer calls and make outbound customer calls to understand, verify, and correct employee/consumer benefits. Confirm coverages and look into billing inquiries, determining if and where issues exist, and correct them as necessary.
⦁ Install new groups and process individual applications on the platform.
⦁ Support employer/employee benefit onboarding initiatives and enrollment processes by providing digital platform expertise to brokers or other users. Help clients navigate the system correctly by providing ad hoc training on any aspect of the system relevant to the transaction (new hire additions, terminations, life event changes, or any qualifying event).
⦁ communicate information in a timely, courteous and professional manner
⦁ Perform data entry tasks.
⦁ Perform other duties, assignments and special projects that may be required sometimes.
⦁ Representatives may also have to work onsite occasionally outside of training to handle incoming and outgoing mail on as needed basis.
⦁ Required Teleworking as needed. Must adhere to Trionfo’s Teleworking Policy by demonstrating fundamental controls and practices in protecting Trionfo’s information/assets required by candidate to complete job duties at remote location as specified in policy.
⦁ Responsibilities and tasks outlined in this document are not exhaustive and may change as determined by the needs of the company.
⦁ Account Management
⦁ Act as a primary point of contact for assigned clients, building, and maintaining strong relationships.
⦁ Support ongoing education and platform processes by providing documentation, training materials, and guides.
⦁ Assist clients in navigating the system, best practices, and performing training sessions for platform users.
⦁ Monitor platform and account activity to proactively reach out to clients and address potential issues.
⦁ Collaborate with other departments, such as billing and development teams, to resolve complex issues and improve overall platform adoption.
⦁ Communication & Documentation
⦁ Participates in the development of operation procedures and processes.
⦁ Communicate key information in a timely and professional manner.
⦁ Document customer interactions and follow up on outstanding issues until resolution.


Education, Experience and Other Skills:
⦁ 2+ years of serving as a customer service representative in a call center environment performing related duties.
⦁ 2+ years of experience working in insurance, benefits, healthcare-related services, preferred.
⦁ High school diploma required. Bachelor's degree is preferred.
⦁ Must have experience working with MS Word, Excel, Outlook, and digital platforms.
⦁ Must have a strong sense of “brand” and customer experience.
⦁ Excellent verbal and written communication skills.
⦁ Strong independent decision-making, organizational, planning, and problem-solving skills.
⦁ Must be able to work flexible shift schedule to meet health insurance sales cycles.
⦁ Must be able to multi-task and respond to inquiries quickly with a high level of accuracy.

At Trionfo, we hire self-starters and "do-ers" whose values reflect our own. Do you have a passion for facing challenges head-on? Do you view yourself as someone who is detail-oriented and has strong account management and execution skills? Great We value challenging work but do not take ourselves too seriously.
We will help you take continued steps forward in developing your overall customer success skills and creating untold opportunities for yourself. Working with some of the industry's best, you will grow in a supportive team environment while adding to your impact. Every day, Trionfo presents new opportunities for you to grow, learn, and thrive.
Why join Trionfo?
- Highly competitive compensation and commissions package, competitive benefits package, and multiple career paths.
- Flexible PTO (Paid Time Off).
- We offer a flexible, hybrid work environment.
- Casual dress. Want to wear jeans and a T-shirt to work? Cool. Us too.
- Collaborative teammates welcome you onboard and provide the support to help you succeed.
- Employee social events, team lunches, and office snacks to fuel you throughout the day.
Trionfo is committed to fostering an inclusive workplace where people across all dimensions of diversity and intersectionality, including, but not limited to race, ethnicity, religion, sexual orientation, age, marital status, disability, gender identity, gender expression, sex, or country of origin are welcomed, valued, and celebrated We have an opportunity to increase representation at all levels and need your unique talents, background, and perspectives. We look forward to your contributions.

Company DescriptionTrionfo is an InsureTech company unlike anything else in the market. Our mission: Become the ONE platform where Carriers, Agents, Employers and Employees/Individuals have the ability to accomplish every process needed to facilitate the distribution and consumption of insurance (Quotes, Proposals, Onboarding, BenAdmin, Billing to Renewals). Our difference: Experience. Trionfo was founded by an insurance executive who already had 30 years’ experience working with carriers and their distribution channels. We know the market from the inside out. With an already impressive client list, Trionfo is growing rapidly and looking for top talent to build the business for carriers and with brokers to employers and consumers.Company DescriptionTrionfo is an InsureTech company unlike anything else in the market. Our mission: Become the ONE platform where Carriers, Agents, Employers and Employees/Individuals have the ability to accomplish every process needed to facilitate the distribution and consumption of insurance (Quotes, Proposals, Onboarding, BenAdmin, Billing to Renewals). Our difference: Experience. Trionfo was founded by an insurance executive who already had 30 years’ experience working with carriers and their distribution channels. We know the market from the inside out. With an already impressive client list, Trionfo is growing rapidly and looking for top talent to build the business for carriers and with brokers to employers and consumers.

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