HCSS Benefits Customer Service Representative (Human Resources)

: Provide quality and expedient customer service in regard to Benefits programs for employees, retirees and covered dependents. Represents the voice of UTMB Benefits. Creates a nurturing, competent and confident voice atmosphere for all callers to the Benefits & Business Service Centers. Is skillful in determining the callers need while maintaining a seamless atmosphere for the caller regardless of the need to navigate through multiple functions, and UTMB departments.

• This is a temporary position (approx. 3 months), with no benefits.

ESSENTIAL JOB FUNCTIONS

• Provides high level customer service skills for 24/7, 365 days a year Call Center.

• Answers high volume of calls while multi-tasking with available resources to open/closing customer relationship management cases and assist callers with their specific needs.

• Promotes positive and professional communication.

• Provides a professional and empathetic voice to the callers to nurture their needs.

• Analyzes caller concerns and determines best course of action to resolve and address their concern.

• Efficiently communicates callers request and determines the best solution.

• Escalates employee concerns and issues-utilizing defined processes.

• Listens to and re-emphasizes caller concerns, ensuring accurate triages and effective communications.

• Utilizes several media applications in unison to resolve caller concerns and understands the purpose and proper use of each system.

• Assists with Tuition Application and Reimbursement processes.

• Any other duties as assigned.

• Enforces UTMB regulations and guidelines when utilizing the systems.

• Is knowledgeable of the entire institution, contact information, and guidelines.

• Understands the benefits administration procedures and educates the caller.

• Utilizes critical thinking to determine call priority.

• Enhances customer confidence by expediting callers concerns to appropriate individuals.

Marginal or Periodic Functions:

• Adheres to internal controls and reporting structure.

• Performs related duties as required.

KNOWLEDGE/SKILLS/ABILITIES

• Active listening skills - individual must be able to give full attention to customers, asking appropriate questions and taking time to understand their needs.

• Service oriented - individual is expected to be proactive in looking for ways to help customers.

• Critical thinking

• Problem solving

• Time Management

EDUCATION & EXPERIENCE Minimum Qualifications:

• High School diploma or equivalent with 2 years' experience in customer service, or

• Associate degree in Human Resources or related field

WORKING ENVIRONMENT/EQUIPMENT Standard office and patient care environment.

Compensation

• Hiring Range: $18.00