CRC Benefits - Account Executive - Employee Benefits (Hybrid)

Customer Service Representative

Provide a seamless experience for customers from sales to delivery of service. Be the single point of contact for assigned broker firms to resolve any open service needs and deliver superlative, personalized care. Ensure a high level of customer satisfaction and exceed the expectation of our customers by providing quality information and superior customer service for a defined scope of issues and post enrollment inquires.

Our employees work a hybrid schedule. On the days we are not in the office, our teams are able to collaborate using video and screen sharing technology which means you'll feel like you're part of the team while also enjoying the convenience of working from home.

At CRC Benefits, an industry leading provider of benefits services, we believe that it takes great employees to build a resilient organization. Our culture is based on corporate values that focus on inclusion, trust, collaboration, and innovation to help us build a bright future. As a result of listening to our employees, CRC Benefits recently earned a Top Workplaces USA award three years in a row based solely on employee feedback and insight! If you want to work for a company where employees are valued and growth is encouraged, CRC Benefits could be the place.

Required Responsibilities

• You will be the person our customers will rely on, to help them with any concerns or support needs relating to their book of business with CRC Benefits.
• Provide quality information and accurate solutions for a defined scope of customer issues via telephone and email correspondence.
• Identify and correspond with relevant departments within CRC Benefits.
• Determines when customer issues need to be escalated and uses appropriate channels to timely resolution.
• Proactively keep customers updated on status and outcome of ongoing support case; including if any necessary additional information may be required from the customer.
• Provide quality customer service for issues regarding benefit administration group changes, employee enrollment changes, ID card status, and effective date inquires.
• Facilitate communication to continue to further educate our customer base on the services we provide.
• Provide routine follow-up on service issues.
• Adapt support based off the customer's changing needs during interaction.
• Listen to customer ideas, resolve conflicts, solve problems, and provide feedback to Company management.
• Develop increasing knowledge of insurance industry markets, products, and state specific rules & regulations to provide a value-added service to customers.
• Research and provide information on carrier administrative procedures, product availability, and product details.
• Understand all customer facing products and the interactions, as well as learn new internal system processes, features and functions.
• Keep up to date on all Company's policies and promotional offerings.
• Understand the Company's internal products and processes and how customers interact with them.
• Deliver elevated service to existing growth brokers and new brokers to CRC Benefits.
• Own customer loyalty.
• Use data and metrics to guide customer behaviors around products and service-oriented activities.
• Adhere to CRC Benefits confidentiality standards of information.

Occasional Long, Irregular Hours

• Occasional long, irregular hours during peak times.
• Physical requirements include sitting, frequently speaking and hearing, and occasionally standing, walking, bending, crawling, kneeling and the ability to lift up to 25 lbs.
• Other duties as assigned by management.
• Maintain 100% of available phone time and/or electronic service goals every day, in accordance with current standards and as directed by management.
• Actively participates in regular team meetings, providing input to contribute to the team's overall success in achieving customer satisfaction.

Required Qualifications

• Associates degree or equivalent.
• 2+ years' experience in a related selling or priority customer support environment.
• Working knowledge of medical conditions/terminology and insurance products.
• Prior experience dealing with multiple customer service issues.
• Life and Health Insurance License.
• Communicate effectively with all levels of internal and external personnel, both verbally and in writing.
• Good knowledge of carrier plan features, benefits, HIPAA laws and guidelines, and underwriting guidelines.
• Ability to read, analyze and interpret Explanation of Benefits (EOB).
• Read, comprehend, and interpret underwriting procedures, requirements, regulations, and contracts.
• Understanding of insurance products preferably attained through working in an insurance marketing or selling program.
• Familiarity with the security measures pertaining to Personal Health Information (PHI).
• Work in and contribute to a positive team environment.
• Complete tasks on time while managing multiple tasks simultaneously.
• Strong knowledge of Microsoft Office, specifically Word, Excel, and Outlook Exchange; proficient in Microsoft Edge and Google Chrome.

The annual base salary for this position is $75,000.00 - $90,000.00.