Customer Support Specialist, Benefits
About The Position
Justworks’ Benefits Support team helps small business customers manage benefits and wellness perks. The Customer Support Specialist takes ownership of customer benefits concerns, drives issues to resolution, and contributes to internal discussions about product enhancements. The role supports inquiries across benefits and perks, including health and welfare plans, retirement, insurance, savings accounts, commuter benefits, and leaves administration. It is a fast-paced, challenging, and customer-focused role with a variety of shifts and hours available; the company will work with the successful candidate to find a suitable fit. The specialist responds to customers through phone, tickets, and chat; develops expertise in Justworks benefits tools; and uses plan documents and business rules to answer questions, offer guidance, troubleshoot, and resolve issues. The role also communicates information about policies, eligibility, and employee rights and responsibilities, and collaborates with cross-functional teams to identify product and process improvements. Success relies on consultative communication, ownership, adaptability, solution orientation, curiosity, and alignment with Justworks’ COGIS values: Camaraderie, Openness, Grit, Integrity, and Simplicity.
Requirements
- At least 6 years of work experience in a customer- or client-facing role.
- At least 1 year of experience working with benefits concepts and practices.
- A track record of working in a time-sensitive or deadline-driven environment.
- Curiosity and aptitude for learning new things and understanding how and why things work.
- Strong verbal and written communication skills, including the ability to explain complex concepts in simple terms.
- Strong time management, organization, and task-prioritization skills.
- Experience with Zendesk, JIRA, Talkdesk, or related tools.
Nice To Haves
- Certified Employee Benefits Specialist (CEBS) or Certified Benefits Professional (CBP) credentials.
- Spanish or another second language at a business-conversation level.
Responsibilities
- Own customer benefits issues from start to finish, including medical, dental, vision, retirement, life insurance, disability insurance, HSA and FSA, commuter benefits, and other wellness perks.
- Develop expertise in Justworks’ benefits tools and serve as a resource for customers and coworkers.
- Respond to customer inquiries by phone, tickets, and chat, helping customers administer group health and welfare plans and other benefits and perks.
- Use plan documents and business rules to answer questions, provide guidance, troubleshoot, and resolve issues.
- Manage a queue of open issues and deliver timely, effective solutions.
- Work professionally and compassionately with customers on sensitive matters.
- Support administration of benefits plans and ensure they are within applicable guidelines, including Section 125, COBRA, HIPAA, FMLA, and relevant city, state, and federal laws.
- Communicate policies, benefit eligibility, and employee rights and responsibilities to customers.
- Work with cross-functional teams to identify product enhancements and process improvements that can better serve customers.
- Perform other related duties as assigned.
Benefits
- The company describes a welcoming, casual environment, great benefits, wellness program offerings, and company retreats.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
