Customer Service Representative

Summary

Join bswift as a Health Concierge and contribute to our mission of transforming benefits administration. You will provide exceptional customer service by assisting clients and their employees with our HR software and services. This role involves answering calls and chats, educating customers about benefits plans, processing transactions, and resolving issues. You will need strong communication and technical skills, a customer-service oriented mindset, and the ability to work flexible hours within our service center's operating hours. The position is work-at-home, requiring a suitable home environment and reliable high-speed internet. bswift offers a fun, flexible, and creative work environment with opportunities for professional growth.

Requirements

• Strong verbal and written communication: Must be able to use company resources to comprehend health and insurance plan concepts and explain them to customers in a way the customer will understand. Ability to retain information on fundamental benefit plan concepts
• Technical skills: Proficient in using Windows 10 computer and Microsoft Office applications, primarily Outlook and Word. Ability to use dual monitors
• Customer Service Mindset (passion to serve): Ability to provide exceptional customer service consistently in a high-volume environment
• Advocate Mindset: Reduces customer effort - Problem solves on behalf of the customer and resolves customer issues per business protocol
• Professional demeanor: Exceptional organizational skills, must be able to display a positive attitude in a fast-paced environment; Ability to communicate efficiently and effectively with all levels of personnel
• Schedule flexibility within Service Center hours of operation is required
• High School degree, required
• Candidate must be able to work any of the service center hours of operation 7 AM CST to 7 PM CST. Weekend hours may also be required
• A quiet, private environment free of distraction, television noise, door bells, pets, family members is necessary with sufficient working space for computer, additional monitor and keyboard/mouse
• If children are at home, they must have other dedicated supervision
• High speed internet required with ability to connect company provided computer via Ethernet cable to home router
• Minimum internet speeds: 25 MB download speed and 3 MB upload speed (as measured by speedtest.org)
• The following are NOT acceptable alternatives to a wired high speed internet connection: WiFi, WiMax, Satellite, Cellular, Wireless or Hotspot
• Working from public internet locations (such as Starbucks) or outside your home office

Responsibilities

• Answer incoming calls and chats from customers about their employer’s benefits plans
• Educate and advise callers on their benefits, the system, and all related processes
• Process enrollment related transactions and take ownership of issues through resolution
• Research customer requests and follow up with customers as needed
• Troubleshoot issues
• Document information into a client system to track customer interactions and solutions

Preferred Qualifications

Associate degree or equivalent experience, preferred

Benefits

• Fun, flexible and creative environment with ample opportunity for professional and personal growth
• Generous compensation and benefits package