Customer Experience Representative

Key Family of Companies•Fort Mill, SC

20h•Remote

About The Position

We are excited to welcome a Customer Experience Representative (Work at Home) to our growing team! Key Benefit Administrators is consistently named a Top Workplace by our employees, and we are excited to speak with qualified candidates about this opportunity. Creating a Top Workplace is more than offering great benefits and vacation time. It's about organizational health. Employees want to align with a company's vision, be challenged by a high-performance culture, and feel valued while knowing their voices are heard. At Key Benefit Administrators, our people are at the heart of everything we do. We are seeking individuals who are passionate about creating exceptional customer experiences and making a meaningful difference in the lives of those we serve. As a Customer Experience Representative, you will act as a trusted resource and advocate for our members, providers, and clients, helping them navigate their healthcare benefits with confidence and ease. At Key Benefit Administrators, we believe every interaction is an opportunity to build trust, strengthen relationships, and deliver a "Wow" experience. Through empathy, active listening, problem-solving, and a commitment to service excellence, our Customer Experience Representatives play a critical role in fulfilling our mission of improving people's health through high-quality, cost-effective care. If you are passionate about helping others, thrive in a collaborative environment, and are committed to delivering services that exceed expectations, we'd love to hear from you. This work-from-home opportunity includes a comprehensive benefits package, award-winning training program, career development opportunities, and a competitive salary. Customer Experience Representative Overview: We believe that delivering a "Wow Customer Experience" means creating positive, meaningful interactions that leave members, providers, and clients feeling supported, informed, and valued. Our Customer Experience Representatives serve as advocates for our customers by providing first-contact resolution whenever possible, navigating complex benefit questions, and delivering personalized service with empathy, care, and professionalism. At Key Benefit Administrators, success is measured not only by efficiency, but by the quality of each interaction and the relationships we build. Customer Experience Representatives play a critical role in supporting our mission of improving people's health through high quality, cost-effective care while creating experiences that drive customer satisfaction and loyalty

Requirements

Passion for delivering outstanding customer experiences through strong communication, interpersonal, and relationship-building skills.
Demonstrated ability to actively listen and respond with empathy and professionalism.
Strong problem-solving and critical-thinking skills with the ability to analyze situations and determine appropriate solutions and ability to take ownership of customer concerns and drive issues through resolution.
Commitment to accuracy, attention to detail, and maintaining confidentiality.
Ability to learn and apply complex benefit administration concepts, policies, and procedures.
Adaptability in a fast-paced, customer-focused environment.
Team-oriented mindset with a willingness to support coworkers and contribute to organizational success.
Pursue growth and learning through being receptive to feedback and committed to continuous improvement and professional growth.

Responsibilities

Deliver exceptional customer experiences by providing professional, accurate, and compassionate support during every interaction.
Serve as a trusted resource by utilizing available tools, resources, and procedures to deliver accurate information and solutions.
Take ownership of customer inquiries and concerns by working toward first-contact resolution whenever possible by thoroughly researching and following up on unresolved issues to ensure timely resolution and communication.
Build positive relationships through active listening, empathy, and a genuine commitment to helping others.
Effectively navigate multiple systems and resources to investigate questions related to benefits, claims, eligibility, payments, and other plan-related inquiries.
Document interactions thoroughly, accurately, and professionally to support customer needs and organizational compliance.
Maintain the confidentiality and security of protected information and adhere to all applicable privacy requirements.
Demonstrate adaptability and responsiveness to changing business needs, processes, and customer expectations.
Follow established communication protocols and departmental procedures while contributing to a positive customer-focused culture.
Actively participate in coaching, training, and development opportunities to continuously enhance knowledge and service effectiveness.
Collaborate with leadership and teammates to support departmental goals and deliver consistent service excellence.