Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to join our team in Austin, Texas on a Contract basis. In this role, you will support members by answering benefit and payroll-related questions, guiding them through online tools, and resolving service issues with professionalism and care. This position is ideal for someone who thrives in a fast-paced service environment, communicates clearly, and is committed to delivering a positive customer experience on every interaction.

Responsibilities:
• Respond to member inquiries by phone and provide clear, accurate guidance on benefits, retirement plans, payroll matters, reimbursements, account activity, and related reports.
• Support customers in navigating the company’s online platform and help them complete routine account-related tasks successfully.
• Investigate service concerns, determine appropriate solutions, and bring issues to resolution within established timeframes.
• Route advanced technical or operational problems to the appropriate internal teams when additional expertise is needed.
• Manage questions and complaints with professionalism, empathy, and strong de-escalation skills while aiming to resolve concerns during the first interaction.
• Track unresolved cases, conduct timely follow-up, and maintain detailed documentation for each customer contact in internal systems.
• Monitor call patterns and recurring issues, then communicate trends to management to support faster and more effective resolutions.
• Perform operational support work such as processing demographic updates, enrollments, qualifying events, terminations, reimbursement-related activities, report uploads, mailings, and invoice reconciliation.
• Follow assigned schedules, including occasional late shifts during the workweek and periodic Saturday hours during open enrollment, while completing additional departmental duties as needed.

• Experience in customer service, call center support, or a similar high-volume service environment.

• Ability to handle inbound calls efficiently while maintaining accuracy, professionalism, and attention to detail.

• Strong verbal and written communication skills with the ability to explain complex information in a clear and helpful manner.

• Proven problem-solving skills and the ability to research issues, document findings, and follow through to completion.

• Comfort working with multiple systems, entering and updating records, and maintaining accurate customer notes.

• Ability to manage challenging conversations calmly and use sound judgment in escalating issues when necessary.

• Ability to work one of the following schedules: 7:00 AM to 4:00 PM or 9:00 AM to 6:00 PM.

• Flexibility to work occasional Saturdays and additional hours during peak enrollment periods.

• Willingness to learn benefits administration processes, service guidelines, and internal policies and procedures.

• Bilingual candidates are strongly encouraged to apply.