Customer Support Representative

isolved•Fremont, IN

About The Position

The Customer Service Representative - COBRA Team serves as a primary point of contact for clients, participants, and partners regarding COBRA administration and related benefit continuation services. The role provides timely, accurate support, resolves inquiries, and ensures compliance with COBRA processes and regulations while delivering an exceptional customer experience. The ideal candidate is detail-oriented, customer-focused, and thrives in a fast-paced environment where accuracy, empathy, and problem-solving are essential. The representative supports inquiries about COBRA administration, benefit continuation coverage, eligibility, enrollment, qualifying events, premium payments, and related processes. They investigate concerns, maintain ownership through resolution, document interactions, monitor open cases, and work with internal teams when needed. They also maintain knowledge of COBRA administration, benefits processes, company products, services, and procedures through ongoing training and development. isolved provides human capital management technology and services directly or through partners to more than five million employees and 145,000 employers. Its isolved People Cloud platform connects talent management, HR and payroll, workforce management, and engagement management functions. The company states that it is an equal opportunity employer and that reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Requirements

Experience with Microsoft Office products.
Strong customer service, organizational, and communication skills.
Ability to multitask and work effectively in a fast-paced environment.
Ability to communicate information clearly both verbally and in writing.
Knowledge of customer service principles and techniques, including the ability to deal diplomatically with upset or frustrated individuals.
Strong problem analysis, troubleshooting, and problem-solving skills.
Ability to operate basic office equipment, including computer terminals, printers, copy machines, and telephone systems.
Ability to access, operate, and maintain various software applications.
Ability to perform routine mathematical computations and tabulations accurately and efficiently.
High school diploma or equivalent required.
2–3 years of previous experience in a professional customer-facing business office environment.

Nice To Haves

Experience supporting employee benefits, COBRA administration, health insurance, or related HR/benefits functions.

Responsibilities

Respond to customer, participant, employer, and broker inquiries accurately and efficiently while delivering an exceptional customer experience.
Provide support related to COBRA administration, benefit continuation coverage, eligibility, enrollment, qualifying events, premium payments, and related processes.
Use effective questioning and active listening to understand customer needs and identify appropriate solutions.
Educate clients and participants about COBRA processes, timelines, and requirements clearly and professionally.
Investigate, troubleshoot, and resolve customer concerns while maintaining ownership from start to finish.
Collaborate with internal teams and departments to address complex customer situations and ensure timely resolution.
Escalate issues when additional expertise, review, or intervention is required.
Accurately document customer interactions, resolutions, and follow-up activities in company systems.
Monitor open cases and proactively follow up to ensure customer satisfaction and issue resolution.
Maintain compliance with applicable COBRA regulations, company policies, and service standards.
Maintain knowledge of COBRA administration, benefits processes, company products, services, and procedures through ongoing training and development.
Contribute to team goals and support a collaborative, customer-first culture.
Perform additional duties and special projects as assigned.