Customer Service Representative (11:30am - 7:30pm EST shift)

Job Summary

We are passionate about our clients having a great experience and this also applies to our team and our future team members. Building a remarkable team is a top-level company priority. The Customer Service Representative serves as a liaison between the company and the participant. Following the completion of our training program, this role will be responsible for answering phone calls and emails from participants. The Customer Service Representative will work closely with the Account Management and Shared Services teams and reports to the Customer Services Manager.

What You'll Do

• Field phone calls from clients and participants throughout the day regarding the topics below in a timely manner:
  • Password reset (log in and basic website support).
  • Participant Account Balances.
  • Questions on debit card declines.
  • How to submit a claim or election form.
  • Ordering a replacement/additional card.
• Process forms and enter data related to the benefit processes below in a timely manner:
  • Pay frequency entry (for standard select groups).
  • Debit Card Authorization Form entry.
  • HIPAA forms.
• Research and respond to claims questions.
• Send routine confirmation and documentation request emails and letters.
• Log/tag calls received to support excellent customer care and internal communication.
• Provide a high level of customer service to all clients and participants by creating a positive relationship with both parties.
• Perform other duties as assigned.
• Maintain quality work that exemplifies and promotes our company's core values.

Requirements

• A high school graduate/GED Recipient. A graduate of an Associate's and/or bachelor's degree is preferred but not required.
• At least one year of professional work experience, preferably with phone customer service experience in a call center or high call volume environment.
• Experience in benefits management (CDH and COBRA knowledge) is highly preferred.
• Experience using a CRM system preferred. Experience using the Alegeus system is preferred.
• Available to train for 3-4 weeks, Monday through Friday from 8:30am-5pm, EST.
• Available to work from 11:30 AM to 7:30 PM EST upon successful completion of training.
• Access to high-speed internet and the ability to connect workstation directly to router or modem using an Ethernet (hardwired) connection.
• Detail-orientated with strong organizational and prioritizing skills, and the ability to be flexible and multi-task.
• Strong interpersonal skills and the ability to handle conflict in a professional manner.
• Above average analytical and problem-solving skills, and attention to detail.
• Proficiency in Microsoft and other web-based products.

Work Environment

This is a remote role. To be considered, you must reside in one of the following states: AL, AK, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, ME, MI, MT, MS, MO, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, WI, WV, WY.

How We Support Our Team

• Competitive Benefits: Medical, dental, and vision benefits, company funded HSA's, 401k with match, Life Insurance, Accident Insurance, Pet insurance, and more.
• Work Life Balance: Monday - Friday schedule, generous vacation policy, and a Life Balance Reimbursement Plan.
• Community Involvement: Volunteer program to support organizations our team members are passionate about.

Our Core Values & Diversity Focus

FloresHR is proud to be an Equal Employment Opportunity employer. We are committed to diversity and creating an inclusive environment for all employees.