Customer Service Representative
About The Position
SBMA, a third-party administrator, is an affordable ACA-compliant benefits provider to thousands of employers. Their goal is to simplify the complexity of providing employee benefits. SBMA is different because of its personal service, speed of implementation, and innovative approach to benefits coverage. SBMA is currently seeking a Customer Success Representative to join our growing team. The Customer Success Representative will work closely with members and providers to assist with product and service-related inquiries. Qualified candidates will possess the ability to pay attention to detail, self-motivation, outstanding customer service (verbal and written), learn and use new computer systems and software, and work well in collaborative environments. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
Requirements
- A high school diploma or its recognized equivalent is required.
- Working knowledge of Microsoft Office
- Must possess excellent verbal and written communication skills.
- Ability to work well independently on assigned duties and collaborate effectively with a team.
- Must be comfortable with Microsoft Office (Excel, Word, Outlook, etc.)
- Effective time management and ability to multitask.
- Enjoy working as part of a team.
- Moderate stress due to regular deadlines and daily challenges
- High finger dexterity while typing documents and forms.
- Occasionally lift to 20 lbs.
- Work is done in a temperature-controlled, non-smoking office.
- Workstations are cubicles with moderately high sides.
- The noise level in the work environment is usually moderate.
Nice To Haves
- Prior experience working in a call center environment (preferred)
- Experience working in a call center or environment with heavy call handling.
- Proficiency in using CRM software or similar customer service tools.
- Bilingual (Spanish) preferred
Responsibilities
- Handle inbound and outbound customer calls with professionalism, effective communication, and empathy.
- Identify and escalate priority issues to appropriate departments for resolution.
- Verify benefit/plan/claims information.
- Administrative tasks, such as Outlook distribution, Inbox management, etc.
- Member & Provider Services
- Maintain customer records by updating account information and interactions.
- Meet performance targets for call handling, resolution time, and customer satisfaction.
Benefits
- Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.
- Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.
- Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.
- Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
