Spanish/English Customer Service Representative

Summary

Join our team and become a Client Service Specialist, playing a vital role in our call center operations. You will provide first-line support to clients' employees regarding their benefit programs, working with various vendor systems and helping members maximize their benefits. This temporary, remote position, based in Florida, offers a competitive salary and benefits package. Key responsibilities include assisting callers with benefit inquiries, managing claims and deposits, updating member information, and acting as a liaison for escalated issues. The ideal candidate possesses exceptional communication skills, a basic understanding of employee benefits, and proficiency with computer systems. Opportunities for professional growth and a culture that values work-life balance are also offered.

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 and technologies (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 the 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