Customer Service Representative

Summary

Join Instant Teams as a long-term Customer Service Representative, providing information and assistance related to pension and health & welfare plans. You will handle inbound calls and client requests through various channels, and participate in special projects. The position is fully remote with a flexible schedule (Monday-Friday, 8am-8pm EST) determined after training. Comprehensive training is provided, though full training completion takes 12-18 months. You will provide customer service, maintain quality standards, suggest improvements, utilize company systems, respond to inquiries, prepare reports, and collaborate with colleagues and clients.

Requirements

• 6-months of customer support experience
• Excellent communication (both verbal and written), interpersonal, and organizational skills
• Proven ability in judgment and handling angry/irate customers
• Ability to expeditiously process quality transactions and provide follow-up as necessary
• Ability to work as a team member and achieve team goals in a “client-focused” environment
• Availability to commit to evening shifts as assigned is required

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

• Pension and/or medical background a plus, not required - the material is teachable
• MST and PST timezones are preferred but not required!

Benefits

Fully remote