Benefits Customer Service Representative - REMOTE

Aston Carter•Houston, TX

2d•$21 - $21•Remote

About The Position

Join the My HR Live Support Benefits team and serve as a primary point of contact for employees seeking assistance with their benefits. In this role, you provide accurate, consistent, and timely responses to inquiries across phone, chat, and HR case channels while managing cases holistically from intake through resolution. You use critical thinking, strong judgment, and a high degree of ownership to support employees with financial, health, and other benefit-related matters, building trust through empathetic and personalized service in a fast-paced, dynamic environment.

Requirements

2+ years of experience working in benefits or human resources, preferably in a contact center or shared services environment.
Proven experience working effectively in rapid and complex changing work environments.
Strong customer service focus with the ability to prioritize quality and overall customer experience.
Excellent organizational and time management skills, with the ability to manage multiple cases and tasks simultaneously.
Outstanding verbal and written communication skills, with the ability to explain complex benefit information clearly.
Ability to understand benefit terms, programs, and related processes to support employees accurately.
Demonstrated ability to act quickly and address customer issues while exercising strong judgment and decision-making.
High degree of ownership and accountability, especially when handling sensitive or complex employee situations.
Ability to work in a fast-paced environment, quickly pivoting between communication channels and priorities while maintaining attention to detail.
Proven ability to adapt to a flexible working environment and evolving processes.
Technical aptitude and proficiency with Microsoft Office Suite or similar software tools.
Strong problem-solving and critical thinking skills, with the ability to use available resources such as FAQs, knowledge bases, and standard operating procedures to resolve issues.

Nice To Haves

Bilingual proficiency in Spanish is a plus but not required.
Experience working in a contact center or shared services environment supporting HR or benefits inquiries.
Demonstrated ability to collaborate with cross-functional teams to resolve issues and improve processes.
Experience managing sensitive employee information with discretion and professionalism.
Interest in gaining experience in benefits administration within a large corporate environment.

Responsibilities

Serve as the first point of contact for employee inquiries related to benefits, including financial, health, and internal review matters, ensuring each interaction is handled with care and professionalism.
Provide accurate, consistent, and timely responses to employee questions received through multiple channels such as phone, chat, and HR case management systems.
Take full ownership of employee contacts by accepting, investigating, and resolving each case with a high degree of problem solving and customer focus.
Manage benefit-related cases holistically from intake through case management support, ensuring all steps in the benefits process are followed and documented appropriately.
Assess each employee’s situation and adjust the case management plan as their needs evolve, delivering personalized and empathetic support.
Use high judgment and critical thinking to balance adherence to established processes with the unique needs of each employee, escalating issues when necessary.
Refer to and interpret available documentation, including frequently asked questions, knowledge base articles, and standard operating procedures, to resolve inquiries efficiently.
Identify and escalate issues that cannot be resolved at the first point of contact, ensuring proper communication and handoff to partner teams when needed.
Respond promptly to employee-impacting issues that arise during benefits events, ensuring clear communication and thorough documentation even when information is limited.
Consult and collaborate regularly with partner teams on process changes and cross-functional issues to help update and improve policies and procedures.
Effectively manage workload to meet established service level agreements (SLAs) and productivity goals while maintaining high quality and customer experience standards.
Prioritize tasks and manage time efficiently in a fast-paced environment, pivoting quickly between communication channels and case types as needed.
Handle sensitive employee situations with discretion, empathy, and a high degree of ownership, maintaining confidentiality and trust at all times.
Demonstrate strong verbal and written communication skills in all employee interactions, ensuring information is clear, concise, and easy to understand.
Continuously apply and deepen understanding of benefit terms and programs to provide accurate guidance and support to employees.