Benefits Customer Service Specialist (Queens NY, Hybrid)

FreedomCare•New York City, NY

19d•Hybrid

About The Position

FreedomCare is seeking a Benefits Customer Service Specialist for its Caregiver Wellness team. The role enhances caregivers’ experiences by explaining benefits in clear, accessible terms, supporting understanding and utilization, and improving satisfaction. The specialist provides customer service, conducts benefits orientations, and assists caregivers with health plans, employment verifications, sick time, reimbursements, and related benefits matters. This is a hybrid position based in the Jamaica, Queens, New York office: three days onsite and two days remote. The schedule is Monday through Friday, 9:00 a.m. to 6:00 p.m. Eastern Time. The role requires handling calls and cases across multiple platforms in a fast-paced environment, meeting service metrics, and addressing caregivers’ concerns with empathy and compassion.

Requirements

At least 1 year of relevant experience in a similar position.
Experience in a high-volume inbound and outbound call environment.
A track record of customer focus and adaptability in a high-call-volume environment.
Effective written and verbal communication skills and the ability to engage diverse audiences.
Strong customer-service orientation, including empathy, active listening, and patience.
Ability to multitask, set priorities, and manage time effectively.
Technical proficiency navigating multiple systems while maintaining attention to detail and data accuracy.
Fluency with role-specific tools and resources, with heavy reliance on Excel.
Ability to embrace change and departmental growth in an evergreen environment.

Responsibilities

Conduct individualized benefits orientations for caregivers, explaining available benefits, options, enrollment processes, and ways to maximize benefits.
Provide accrual status and process sick time through Empeon and Medflyt as needed.
Complete employment verifications promptly using Salesforce, Empeon, and the Knowledge Base.
Document calls in Talkdesk with clear summaries and follow-up action items as needed.
Use the FlexFacts portal to assist with reimbursements and fund allocation.
Assist with commuter benefit forms and HRA deposits.
Complete assigned email cases in the Salesforce database within 24–48 hours.
Answer calls on the shared line and work toward first-contact resolution.
Navigate multiple platforms while maintaining accuracy and attention to detail.
Handle challenging conversations and address callers’ concerns with empathy and compassion.
Consistently meet internal service-level agreements and metrics.