Customer Support Specialist (In-Office)

NFP Corp•East Providence, RI

6d•$50,000 - $55,000•Onsite

About The Position

The Customer Support Representative partners with our Outside Sales Team to achieve business objectives and revenue goals. This position will be responsible for assisting in any and all activities as they relate to the sales and enrollment process, as well as handling a wide variety of requests from both customers and sales team members. Duties will also include a wide variety of administrative and account maintenance functions.

Requirements

Excellent communication and interpersonal skills; professional and effective oral and written skills.
Exceptional customer service skills, understands and delivers exemplary service both internally and externally at all times.
Ability to work well within all levels of an organization; always maintains a professional demeanor.
Ability to effectively multitask and possess excellent attention to detail and accuracy with exceptional follow-up skills.
Proven track record of dependability/reliability with an exemplary attendance record.
Proficient in Microsoft Office, including Word, Excel & Outlook.
High school diploma required
Proven administrative and customer service experience

Nice To Haves

Bachelor's degree preferred or equivalent related work experience
Familiarity with insurance and employee benefits is a plus
Familiarity with CRM systems and practices, experience with Salesforce is a plus
Bilingual preferred

Responsibilities

Field incoming calls regarding health insurance and benefits, billing services, and general questions or concerns.
Conduct outbound calls to clients as needed in support of business activities.
Assist callers with maneuvering through online enrollment portals and billing systems and troubleshoot accounts across multiple carrier systems.
Respond quickly and accurately to customer inquiries, demonstrating expertise and knowledge of products and processes. Facilitate customer concerns when appropriate.
Advise customers regarding policy and provide benefit information across multi-carrier health insurance plans.
Partner with other department representatives to resolve complex customer service inquiries.
Monitor delegated customer service issues to ensure timely and accurate resolution.
Navigate a computerized data entry system and other relevant applications.
Maintain timely, accurate documentation for all appropriate transactions.
Consistently meet established productivity, schedule adherence, and quality standards.
Additional duties as assigned.