Customer Support Specialist, Benefits

Justworks•New York, NY

32d•$32 - $39•Hybrid

About The Position

The Benefits Support team at Justworks is dedicated to helping our customers run their business with confidence. We are the benefits experts our customers rely on, and we help our customers manage their benefits and perks with ease. Our team takes ownership of our customer’s benefits concerns, and we actively drive issues to resolution. In this role you will support our small business customers with inquiries related to benefits and wellness perks , and contribute to internal discussions regarding product enhancements. We believe a positive team is the strongest unit, and we strive to make ourselves and each other better. This is a fast-paced and challenging role, but also incredibly rewarding due to the positive impact we have on our customers and their businesses. This role would be required to work Monday-Friday from 11am-8pm ET, with Tuesdays and Thursdays as the team's onsite days at our office at 55 Water Street, in New York City.

Requirements

Must be available to work in Monday-Friday from 11am-8pm ET, with Tuesdays and Thursdays as the team's onsite days at our office at 55 Water Street, in New York City (required)
6+ years of work experience in a customer/client-facing role
1 year of experience working with benefits concepts and practices (required)
A track record of operating in a time-sensitive or deadline-driven environment
Curiosity and an aptitude for learning new things and understanding how and why things work
Strong verbal and written communication skills, with the ability to break down complex concepts into simple terms
Excellent at time management, organization, and prioritizing tasks
Experience with Zendesk, JIRA, Talkdesk or related tools

Nice To Haves

Certified Employee Benefits Specialist (CEBS) and/or CBP (certified benefits professional)
Spanish language capability, or other second language at business conversation level, a plus

Responsibilities

Take ownership of customer benefits issues from start to finish, in areas including but not limited to Medical, Dental, Vision, Retirement, Life Insurance, Disability Insurance, HSA and FSA, Commuter benefits, and other wellness perks
Build mental muscle and become a benefits subject matter expert in the benefits tools within Justworks - you'll be a go to resource for both customers and coworkers
Answer inquiries on phone, tickets, and chat to help our customers optimize Justworks to administer group health and welfare plans and other benefits and perks
Work through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues by utilizing plan documents and business rules
Manage a queue of open issues to deliver timely and effective solutions
Display a high level of professionalism and compassion when working with each customer on sensitive matters
Leverage chat functionality to help our customers optimize Justworks to administer group health and welfare plans, including, but not limited to, Health, Life, Dental, Vision, Health Savings Accounts, Flexible Spending Accounts, Leaves Administration, Disability Insurance, and Commuter Benefits. Ensures benefit plans are within the guidelines of Section 125, COBRA, HIPAA, FMLA, and any city, state, and federal laws
Communicate customers in regards to policies, benefit eligibility, and employee rights and responsibilities
Interact with cross-functional teams to identify areas where we can better serve our customers through product enhancement or process improvement
Perform other related duties as assigned