Carrie Rikon & Associates is hiring a
Bilingual Customer Service Rep

Summary

The Client Service Specialist will provide assistance to callers with inquiries related to their employer's benefit programs, support members in filing claims and setting up direct deposits, update member demographic information, capture and advise on plan elections, conduct provider searches and enroll dependents, act as a liaison for escalated issues, manage high call volumes, and participate in outreach campaigns.

Requirements

• Exceptional communication skills, with the ability to clearly and empathetically assist callers
• Basic understanding of employee benefits, insurance terminology, and related products/services
• Proficiency with computer systems, including CRM platforms, Microsoft Office Suite, and the ability to learn new software quickly
• Experience with office equipment (fax, copier, postage machines)
• Capability to manage high call volumes, especially during peak times, while maintaining a positive and professional demeanor
• A team player who thrives in collaborative environments but can also work independently

Responsibilities

• Provide comprehensive assistance to callers with inquiries related to their employer's benefit programs
• Support members in filing claims, setting up direct deposits, and issuing new vendor cards
• Update and maintain member demographic information across internal and external systems
• Capture and advise on plan elections, aiding employees in understanding and utilizing their benefits fully
• Conduct provider searches and enroll dependents, ensuring a seamless benefits experience for all members
• Act as a liaison for escalated issues, working closely with Account Managers to resolve complex inquiries
• Manage a high volume of calls, employing de-escalation tactics and striving for first-call resolution
• Maintain detailed call logs to ensure thorough follow-up and resolution of member inquiries
• Participate in outreach campaigns, fostering strong relationships with our clients and their employees
• Collaborate with a team of account specialists and managers to monitor and address pending eligibility issues

Benefits

• Competitive salary + benefits
• Opportunities for professional growth and development within a supportive and dynamic team
• A culture that values work-life balance, with flexible working arrangements to accommodate office and remote work preferences
• Engagement in meaningful work that directly impacts the well-being and satisfaction of our clients and their employees