Customer Service Representative

Job Description

Job Description

We are looking for a service-focused Customer Service Representative to support customers with benefit-related questions and day-to-day assistance in Austin, Texas. This Contract position is ideal for someone who communicates clearly, investigates issues thoroughly, and delivers dependable support across phone and desk-side interactions. The role involves guiding users, resolving inquiries, and helping maintain a positive customer experience through responsive and accurate service.

Responsibilities:

• Respond to inbound and outbound customer contacts regarding benefits, service requests, and general support needs.

• Investigate reported issues, identify root causes, and provide timely solutions or next-step guidance.

• Deliver clear instructions and training to users so they can better understand processes, tools, and benefit-related functions.

• Review customer concerns carefully and document interactions with accuracy and attention to detail.

• Provide desk-side assistance when needed to troubleshoot user issues and restore normal operations.

• Support customers through clear and attentive communication that builds confidence and ensures a positive service experience.

• Research questions that require additional analysis and follow through until an appropriate resolution is reached.

• Coordinate with internal teams when issues need escalation or specialized support.

• Prior experience in customer service, help desk support, or a similar customer-facing role.
• Strong verbal and written communication skills with the ability to explain information clearly.
• Ability to troubleshoot service or system-related issues in a structured and efficient manner.
• Experience handling inbound and outbound calls in a support environment with close attention to accuracy.
• Familiarity with benefits administration or benefit-related customer support processes.
• Comfortable providing basic user training and desk-side assistance as needed.
• Strong research, review, and documentation skills with close attention to accuracy.