Temporary Contact Center Specialist HRScale

Insperity•Kingwood, TX

About The Position

This position works under general supervision with moderate decision-making, following policy and focusing on daily operations that directly affect client retention. In a contact center environment, the specialist supports service needs of clients, their employees, and internal service and sales team members. The role resolves a high volume of issues and inquiries by taking ownership and coordinating with internal departments or external vendors as needed. The specialist is responsible for maintaining knowledge and performing duties across three primary skill sets: benefits, 401(k), and web support. The Benefits skill set involves supporting questions about health-related plans, including dental, vision, flexible spending accounts, health savings accounts, leave and disability plans, CIGNA life insurance options, FMLA, COBRA, eligibility, open enrollment, and qualifying events. The specialist provides level-one assistance, handles incoming calls and emails, coordinates escalations, communicates resolutions, and reports potential issue trends to management. The 401(k) skill set involves supporting participants with enrollment and post-enrollment account inquiries, including use of the Retirement Service Center and online tools, contribution and investment changes, rollovers, loans, and hardship distributions. The specialist answers retirement-plan questions by phone, email, and chat; coordinates issues requiring further research with the 401(k) Core team; communicates escalations and resolutions; and maintains proficiency in annual compliance testing and procedures. The Web Support skill set involves providing level-one service or escalating requests according to priority, helping users establish accounts and reset passwords, troubleshooting role-based access and issues related to browsers and computer settings, and providing general employment verification information. Across all skill sets, the specialist maintains customer-service standards, determines customer needs, provides accurate information, documents interactions in Salesforce, follows up on issues, complies with HIPAA and other applicable regulations, meets KPI, quality assurance, and training expectations, uses troubleshooting skills, incorporates coaching, and supports other inbound queues as needed.

Requirements

High school diploma or equivalent.
Three to five years of experience in a contact center environment.
Proficiency with Word, Outlook, and Excel, and demonstrated ability to learn other software applications as needed.
Experience handling high call volume efficiently and promptly.
Excellent verbal and written communication, interpersonal, and customer-service skills.
Strong organizational abilities and 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 skill set is preferred.

Responsibilities

Maintain Insperity customer-service standards and support customer satisfaction.
Serve as a primary point of contact for clients and worksite employees regarding personal health benefits, web support, employment verification, and Section 125.
Meet expected service quality and productivity levels according to established KPI metrics.
Determine client and worksite employee needs and personalize the service experience.
Match inquiries to appropriate solutions and provide accurate information.
Document, forward as needed, and follow up on issues requiring supplemental resolution support.
Record participant interactions, including calls, chats, emails, and issue resolutions, in Salesforce as directed by Contact Center Leadership.
Follow HIPAA rules and regulations and maintain compliance with required training and applicable employee/employer regulations.
Troubleshoot customer issues, coordinate with appropriate resources, and work toward prompt, efficient resolutions.
Apply 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 requirements.
Maintain knowledge of Insperity health-related plans and provide level-one support for benefits questions by phone and email.
Coordinate benefits issues requiring further research with the Contact Center escalation team, explain the escalation to customers, and communicate resolutions.
Provide management with feedback about potential trends in reported benefits issues.
Support participants through 401(k) enrollment, Retirement Service Center navigation, and use of online tools and calculators.
Assist with post-enrollment account inquiries, including contribution-rate or investment changes, rollovers, loans, and hardship distributions.
Provide level-one support for 401(k)-related questions by phone, email, and chat.
Coordinate 401(k) issues requiring further research with the 401(k) Core team, explain escalations, and communicate resolutions.
Maintain proficiency in 401(k) annual compliance testing and procedures.
Provide level-one web support or escalate service requests according to proper procedures and priority.
Assist callers with account setup and password resets.
Identify user-level access and troubleshoot role-based access issues.
Troubleshoot issues related to browser settings and types, computer settings, and computer types.
Provide management with feedback about potential trends in web-based services.
Provide general employment verification information.