Temporary Contact Center Specialist HRScale

Insperity•Houston, TX

10d

About The Position

Insperity is hiring a temporary Contact Center Specialist to support clients, worksite employees, and internal service and sales team members who contact the Insperity Contact Center. Under general supervision, the role handles a high volume of issues and inquiries, takes ownership of requests, and coordinates with internal departments or external vendors to reach favorable resolutions. The position supports three primary skill sets: benefits, 401(k), and web support, and requires maintaining knowledge and performing duties across the applicable areas. The specialist provides level-one assistance and accurate information, documents interactions and resolutions in Salesforce, follows up on issues requiring additional support, and meets established service quality, productivity, KPI, quality assurance, and training expectations. The position operates in a contact center environment and requires compliance with applicable HIPAA and employee/employer regulations. Benefits duties include supporting questions about health plans, dental and vision coverage, flexible spending and health savings accounts, leave and disability plans, life insurance, FMLA, COBRA, eligibility, enrollment, and qualifying events. 401(k) duties include assisting with enrollment and account inquiries, explaining plan procedures and options, and coordinating escalations. Web support duties include helping users establish accounts, reset passwords, troubleshoot access and technical issues, and obtain general employment verification information. Insperity describes its workplace as valuing diversity, inclusivity, belonging, flexibility, career growth, and well-being. The company states that its total rewards package includes paid time off, medical, dental and vision benefits, wellness support, and paid volunteer hours.

Requirements

High school diploma or equivalent.
Three to five years of experience in a contact center environment.
Proficiency with Word, Outlook, and Excel, and the ability to learn other software applications as needed.
Experience handling high call volume efficiently and in a timely manner.
Excellent verbal and written communication, interpersonal, and customer service skills, with strong organizational abilities.
Strong problem-solving skills.
Ability to communicate effectively using tact and discretion, develop interpersonal relationships, and collaborate with a team.

Nice To Haves

Two years of experience in a defined field or skillset.

Responsibilities

Maintain Insperity customer service standards and achieve consistent productivity according to established KPI metrics.
Serve as a primary contact for clients and worksite employees seeking assistance with personal health benefits, web support, employment verification, and Section 125.
Determine customer needs and personalize the service experience.
Match inquiries to appropriate solutions and provide accurate information.
Document, forward when needed, and follow up on issues requiring additional resolution support.
Record participant interactions—including calls, chats, emails, and issue resolutions—in Salesforce as directed by Contact Center Leadership.
Follow HIPAA-related rules and regulations and complete required compliance training.
Maintain compliance with applicable employee and employer regulations.
Troubleshoot customer issues, coordinate with appropriate resources, and work toward prompt and efficient resolution.
Implement feedback and coaching to improve customer service skills.
Support other inbound queues as required based on volume.
Meet role expectations defined by KPI, quality assurance, and training standards.
Maintain comprehensive knowledge of Insperity health-related plans, dental and vision coverage, flexible spending accounts, and a high-level understanding of health savings accounts.
Support benefits questions about leave and disability plans, CIGNA life insurance options, FMLA, COBRA, eligibility, open enrollment, qualifying events, payment, and processing.
Respond to health-benefit questions from clients, worksite employees, and internal customers by phone and email; coordinate escalations, communicate the need for further research, and relay resolutions.
Provide management with feedback about potential trends in benefits issues.
Maintain knowledge of Insperity retirement products and a high-level understanding of retirement plans and IRS rules, including contribution limits, loan limitations, and distribution rules.
Assist participants with retirement-plan enrollment, the Retirement Service Center, and online tools and calculators.
Support post-enrollment account inquiries, including contribution or investment changes, rollovers, loans, and hardship distributions.
Provide level-one 401(k) support to internal and external clients and worksite employees through phone, email, and chat; coordinate research escalations and communicate resolutions.
Maintain proficiency in 401(k) annual compliance testing and procedures.
Assist clients and worksite employees with level-one web service requests or escalate requests according to priority and proper procedures.
Help callers establish accounts and reset passwords.
Identify user-level access and troubleshoot role-based access issues.
Troubleshoot issues related to browser settings and types, computer settings, and computer type.
Provide management with feedback about potential trends in web-based services.
Provide general verification of employment information.