Customer Service Representative

Overview

• Provide exceptional customer service to callers, ensuring accurate and empathetic communication.
• Handle high call volumes efficiently, maintaining professional and courteous interactions.
• Document all communications in the system of record for accurate tracking.
• Assist callers with inquiries related to benefits, processes, and documentation.
• Collaborate with team members to ensure seamless operations and customer satisfaction.
• Perform special projects and administrative tasks as assigned by management.
• Maintain thorough knowledge of systems, websites, and fund rules.
• Ensure compliance with organizational policies and procedures.

Key Responsibilities & Duties

• Answer incoming calls and provide accurate information to callers.
• Document phone calls and manage correspondence via email, fax, and written communication.
• Monitor call queues and respond to messages promptly.
• Route calls to appropriate departments or individuals when necessary.
• Assist with uploading documents and sending faxes upon request.
• Process returned mail and change of address requests in the system.
• Prepare new participant packages and enter participant information into the system.
• Greet visitors and perform front desk duties as needed.
• Regularly communicate with the Contact Center Supervisor for updates and feedback.

Job Requirements

• High school diploma or GED required; Bachelor’s degree preferred.
• Minimum of 2 years of call center experience; 3 years preferred.
• Strong attention to detail and ability to handle high call volumes.
• Clear and concise phone communication skills.
• Bilingual candidates are preferred for enhanced customer service.
• Proficiency in using call monitoring tools and systems.
• Ability to work on-site and adhere to strict attendance policies.
• Successful completion of background and drug screening prior to start.
• Professional attire and punctuality required for interviews and assessments.