Contact Center Specialist

Insperity•Kingwood, TX

About The Position

Under moderate supervision and with moderate decision-making authority, 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, resolves a high volume of inquiries, and coordinates with internal departments or external vendors to reach positive resolutions. The position requires knowledge of MarketPlace and experience in two of the defined primary skillsets: Benefits, 401(k), or Web Support. The specialist maintains knowledge and performs duties associated with those skillsets while meeting service and productivity expectations. The role serves as a primary point of contact for worksite employees seeking help with personal health-related benefits, web support, and/or 401(k) matters. It requires accurate, personalized assistance; documentation and follow-up; compliance with HIPAA and applicable employee/employer regulations; and collaboration to resolve issues efficiently. Specialists may also provide backup support to other inbound call queues based on call volume. MarketPlace duties include maintaining knowledge of Alliance Partners and their offerings, responding to related calls and emails, managing partner relationships, and escalating issues through established channels while communicating resolutions. Benefits duties include supporting questions about health plans, leave and disability plans, life insurance, FMLA, COBRA, eligibility, enrollment, and qualifying events. The specialist provides level-one support, coordinates escalations, communicates resolutions, and shares feedback about potential trends. 401(k) duties include answering questions about plan features and transactions, eligibility, investments, loans, and related matters; understanding Section 125 nondiscrimination questionnaire results; processing transactions in specified systems; and sharing feedback on potential trends. Web Support duties include responding to Employee Service Center inquiries, helping users establish accounts and reset passwords, troubleshooting role-based access and technical issues, and escalating requests as appropriate.

Requirements

High school diploma or equivalent.
More than 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 defined for the role and knowledge of MarketPlace.
Proficiency with Microsoft Office programs and demonstrated ability to learn other application programs.
Customer service experience in a team environment.
Experience handling high call volumes efficiently and in a timely manner.
Problem-solving skills.
Collaboration skills.
Ability to communicate tactfully and effectively, verbally and in writing, and maintain effective work relationships.

Nice To Haves

More than three years of experience in a defined field or skillset.

Responsibilities

Maintain excellent customer service standards and support customer satisfaction.
Serve as a primary point of contact for worksite employees regarding personal health-related benefits, web support, and/or 401(k).
Work as a team member to maintain high customer-service quality and productivity.
Identify client and employee needs, respond appropriately, personalize interactions, and provide accurate information that matches inquiries to solutions.
Document, forward, and follow up on issues requiring supplemental support; record calls, issues, and resolutions in OneVoice as designated by management.
Comply with HIPAA rules and regulations and required training, as well as applicable employee and employer regulations.
Troubleshoot customer issues and coordinate with others to resolve them efficiently and promptly.
Monitor tele-boards to help ensure calls are answered promptly and provide backup support to other inbound queues as needed.
Maintain extensive knowledge of MarketPlace Alliance Partners, their offerings, and related information; answer MarketPlace questions by phone and email; maintain partner relationships; escalate issues and communicate resolutions.
For Benefits, maintain knowledge of Insperity health plans, leave and disability plans, CIGNA life insurance options, FMLA, COBRA, eligibility, open enrollment, and qualifying events; provide level-one support; coordinate escalations; communicate resolutions; and report potential trends to management.
For 401(k), maintain knowledge of plan components, distributable events, fund transfers, enrollment eligibility, fund and loan options, and Section 125 nondiscrimination testing; answer related calls and emails; process transactions in Omni, OmniPlus, and PayWeb as required; use DefCon to determine eligibility; and report potential trends to management.
For Web Support, answer Employee Service Center inquiries; assist with level-one requests or escalate them according to priority; help users establish accounts and reset passwords; troubleshoot role-based access and browser or computer issues; and report potential trends to management.