Our Customer Service Representative is part of our Customer Care Center and has an integral role in providing excellent customer service to our participants. This position may require flexibility in shift scheduling. A successful candidate would be ready to embrace the following key responsibilities: Takes pride in providing each participant with an outstanding experience Timely resolve participant issues, complaints, and inquiries Handle participant inbound and outbound calls by listening to participant needs and providing supportive solutions, along with capturing call log notes Inform clients and employers about upcoming changes or situations that impact their accounts Develop a thorough understanding of the Company’s products and solutions to be able to guide callers through troubleshooting, navigating the company online portal and mobile applications Communicate, coordinate and team with other departments when needed to assist with solving participant issues Ability when the need arises to reprocess transactions within the system while on the phone with a participant Process forms and adjustments as directed by the participant Review and apply appropriate action to incoming documents from participants and employer groups Help train new employees and thoroughly share our internal customer service policies Analyze data, from reports and system information, to identify and resolve errors prior to final substantiation Consistently maintain production standards based on metrics and processing goals Meet or exceed quality standards for entered information