Benefits Customer Service Representative - REMOTE

Aston Carter•Concord, NC

6h•$21 - $21•Remote

About The Position

Join the My HR Live Support (MHLS) Benefits team and help make a difference for all employees! The MHLS team provides HR assistance by delivering accurate, consistent, and timely responses to inquiries from various contact channels such as phone, chats, and HR cases. The role of the HR Assistant II within the MHLS Benefits organization is to serve as a first point of contact for employee-related inquiries and holistic case management services, including financial, health, and internal reviews to ensure compliance with benefit plans.

Requirements

Excellent organizational and time management skills.
Strong customer service focus with an ability to prioritize quality and customer experience.
Excellent verbal and written communication skills.
Ability to understand benefit terms and programs.
Quick decision-making and problem-solving skills.
High degree of ownership and ability to handle sensitive situations with empathy.
Ability to work in a fast-paced environment, pivoting through communication forms and prioritizing tasks.
2+ years’ experience in Benefits or Human Resources, preferably in a contact center or shared service environment.
Experience in rapidly changing work environments.
Outstanding customer service and communication skills.
Adaptability to a flexible working environment.
Technical proficiency with Microsoft Office Suite or similar software.

Nice To Haves

Bilingual in Spanish (a plus but not required).

Responsibilities

Serve as the initial contact for employee inquiries regarding benefits and provide holistic case management services.
Utilize critical thinking and fact-finding skills to support the entire benefits process, from intake to case management.
Take ownership of employee contacts, ensuring each case is accepted and resolved with a high degree of problem-solving and customer focus.
Build trust through empathetic and personalized conversations, adjusting case management plans to meet employees' changing needs.
Manage workload effectively to meet service level agreements (SLAs) and productivity goals.
Resolve inquiries using available documentation, escalating when necessary.
Respond to employee-impacting issues during benefits events, ensuring proper communication and documentation.
Consult and collaborate with partner teams on process changes to resolve cross-functional issues and improve policies.