Customer Service Representative

Summary

Join Instant Teams as a long-term Customer Service Representative, providing remote assistance with pension and health & welfare plans. You will handle inbound calls and client requests through various channels, contributing to special projects as needed. The role requires excellent communication and customer service skills, along with the ability to work effectively in a team. A post-training schedule of Monday-Friday, 8:30 am - 4:30 pm EST with flexibility is offered, and the position is fully remote. Comprehensive training is provided, though full competency may take up to 18 months. Prior customer support experience is required.

Requirements

• Have 6-months of customer support experience
• Possess excellent communication (both verbal and written), interpersonal, and organizational skills
• Demonstrate proven ability in judgment and handling angry/irate customers
• Possess the ability to expeditiously process quality transactions and provide follow-up as necessary
• Possess the ability to work as a team member and achieve team goals in a “client-focused” environment

Responsibilities

• Provide customer service assistance for situations regarding simple requests as defined in training
• Maintain high standards of quality and courtesy
• Routinely suggest opportunities for improvement and support the execution of such improvements
• Utilize system(s) and other department resources to obtain the necessary information to answer questions and provide information; document all activity and maintain accurate records of all referrals
• Access the system(s) in order to obtain necessary information to answer questions and provide information to customers and various company personnel. Ensure changes, corrections, or other actions on the system are documented and records maintained
• Respond to webmail inquiries within delegated authority
• Initiate changes, corrections, or other actions in the system(s) within delegated authority
• Prepare reports and similar documents; ensure that information is fully researched and accurate
• Develop effective working relationships with customers, whether an external customer or an employee from another location or functional area
• Aid other Client Service Representatives and department staff; perform other administrative and processing tasks as requested such as but not limited to sending correspondence, paperwork, and forms to plan participants and sponsoring employers; assist in training new and/or temporary staff
• Maintain effective working relationships with both internal and external clients

Preferred Qualifications

• Have Pension and/or medical background
• Work in MST and PST timezones

Benefits

Fully remote position