Contact Center Specialist

Insperity•Houston, TX

About The Position

Under moderate supervision and with moderate decision-making authority guided by policy, the Contact Center Specialist supports the service needs of Insperity clients, their employees, and internal service and sales team members. The role operates in a contact center environment and has a direct impact on client retention. It resolves a high volume of issues and inquiries by taking ownership and coordinating with internal departments or external vendors as needed to achieve positive resolutions. The specialist must have experience in two primary skillsets and MarketPlace, and must maintain the knowledge and perform the duties needed to support those skillsets. Core responsibilities include delivering accurate, personalized service, documenting and following up on issues, complying with HIPAA and other applicable regulations, troubleshooting, and helping ensure calls are answered promptly. The role may also provide backup support for other inbound call queues based on call volume. In addition to MarketPlace knowledge, the position supports at least two of these areas: health benefits, 401(k), and web support. Duties can include answering questions by phone and email, assisting with plan or account issues, processing applicable transactions, troubleshooting access and technology problems, coordinating escalations, and sharing feedback about potential service trends.

Requirements

High school diploma or equivalent.
At least three years of prior experience in a contact center environment.
At least one year of experience in the Insperity Contact Center.
Experience in two of the primary skillsets and MarketPlace; the position requires maintaining knowledge and performing duties for two applicable skillsets.
Proficiency with Microsoft Office programs and demonstrated ability to learn other application programs as needed.
Customer service experience in a team environment.
Experience handling high call volumes efficiently and promptly.
Problem-solving skills.
Collaboration skills.
Ability to communicate tactfully and effectively, verbally and in writing, and maintain effective work relationships.
Familiarity with modern office methods.
Ability to comply with HIPAA and applicable employee/employer regulations.

Nice To Haves

Three or more years of experience in a defined field or skillset.

Responsibilities

Maintains excellent customer service standards to support customer satisfaction.
Serves as the primary contact for worksite employees regarding personal health-related benefits, web support, and/or 401(k).
Works with the team to maintain high customer service quality and productivity.
Identifies client and employee needs, responds appropriately, personalizes interactions, and ensures inquiries are matched with accurate solutions and information.
Documents, forwards as needed, and follows up on issues requiring additional support.
Documents calls, issues, and resolutions in OneVoice as designated by Contact Center management.
Follows applicable HIPAA rules and regulations and maintains required training compliance.
Maintains compliance with applicable employee and employer regulations.
Uses troubleshooting skills and coordinates with others to resolve customer issues in a timely and efficient manner.
Monitors tele-boards to help ensure calls are answered promptly.
Provides backup support to other inbound call queues as required based on call volume.
Develops and maintains extensive knowledge of MarketPlace Alliance Partners.
Responds to MarketPlace-related questions from clients, worksite employees, and internal team members by phone and email.
Maintains relationships with MarketPlace Alliance Partners and knowledge of their offerings, discounts, audiences, and other relevant information; escalates issues through partner contacts and communicates resolutions.
Maintains comprehensive knowledge of Insperity health-related plans, including dental, vision, and flexible spending accounts, and a high-level understanding of health savings accounts.
Maintains knowledge of leave and disability plans, CIGNA Life Insurance options, and FMLA as it relates to health benefits.
Maintains knowledge of COBRA and related plan components, including payment and processing.
Maintains knowledge of eligibility, open enrollment, and qualifying events.
Provides level-one support for benefit-related questions from clients and employees, responding by phone and email.
Coordinates with the Contact Center escalation team on benefits issues needing further research, informs customers when an issue is escalated, and communicates the resolution.
Provides management with feedback about potential trends in reported benefits issues.
Maintains comprehensive knowledge of 401(k) plans and related components, including distributable events, fund transfers, enrollment eligibility, fund and loan options, and general plan information.
Maintains knowledge of the Section 125 Nondiscrimination Questionnaire and the effects of test results on clients and employees.
Responds to 401(k) questions about plan features and functions by phone and email.
Processes transactions in Omni, OmniPlus, and PayWeb as required.
Uses DefCon to determine eligibility.
Provides management with feedback about potential trends in reported 401(k) issues.
Responds to web-based inquiries about the Employee Service Center (ESC) by phone and email.
Assists clients and worksite employees with level-one service requests or escalates them according to established procedures and priority.
Helps callers establish accounts and reset passwords.
Identifies user access levels to troubleshoot role-based access issues.
Identifies and troubleshoots issues related to browser settings and types, computer settings, and computer types.
Provides management with feedback about potential trends in web-based services.