CUSTOMER SERVICE REPRESENTATIVE| Part-Time

FRINGE BENEFIT GROUP • Austin, TX

81d

About The Position

The Customer Service Representative will be responsible for all forms of member or participant-level contact from members, providers, and occasionally employers and brokers. The primary contact will be inbound calls. Other forms of communication may include mail, email, fax, chat, and outbound calls. Primary call types include benefits and eligibility, enrollment, claims, and retirement account questions. This position will require training locally in the Austin area but allows candidates to work from home.

Requirements

• Requires a minimum of a high school diploma or its equivalent.
• Experience in healthcare / medical benefits or claim inquiries / Retirement / Insurance and Customer Service.
• Proven communication and customer service skills.
• Ability to adapt communication style based on the caller's needs.
• Critical thinking skills with the ability to use logic and reasoning to identify deficiencies.
• Ability to work as a team player with a committed, positive approach.

Nice To Haves

• Bilingual preferred.

Responsibilities

• Actively listens to caller questions and provides quality answers to their understanding.
• Respond well in stressful, dynamic calls to promote a resolution to issues.
• Answer inquiries and promote the organization's products and services.
• Research and investigate complaints to ensure compliance and procedural adherence.
• Develop, nurture, and sustain professional relationships with internal and external business partners by communicating well.
• Observe protocol and utilize systems to deliver service consistent with department goals and provide an experience consistent with other team members.
• Contribute to the feedback process technically, analytically, and creatively by sharing member and provider feedback with management.
• Generate and utilize system reports to review, analyze, and optimize key performance metrics.
• Participate in team functions with a customer-centered focus.
• Provide feedback to leadership to assess and keep abreast of any escalating service issues.
• Execute effective and timely resolutions demonstrating an ability to manage all facets of the problem/situation.
• Know accounts, products, scripts, and processes to anticipate needs and provide direction.
• Meet deadlines and be in attendance when expected.
• Practice good office etiquette.

Benefits

• Work-from-home environment with high-speed internet.
• Business travel possibly one to two times per year for company-wide meetings and training.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees