Customer Service Representative (11:30am - 7:30pm EST shift)

Job Description

Job Description

Description:

Job Title: Customer Service Representative (11:30am - 7:30pm EST shift)

Job Type: FT

Location: #LI- Remote, to be considered for this role, you must reside in one of the following states — AL, AK, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, ME, MI, MT, MS, MO, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, WI, WV, WY

Job Summary

We are passionate about our clients having a great experience and this also applies to our team and our future team members. Building a remarkable team is a top-level company priority. The Customer Service Representative serves as a liaison between the company and the participant. Following the completion of our training program, this role will be responsible for answering phone calls and emails from participants. The Customer Service Representative will work closely with the Account Management and Shared Services teams and reports to the Customer Services Manager.

What You’ll Do

• Field phone calls from clients and participants throughout the day regarding the topics below in a timely manner.

- Password reset (log in and basic website support).

- Participant Account Balances.

- Questions on debit card declines.

- How to submit a claim or election form.

- Ordering a replacement/additional card.

• Process forms and enter data related to the benefit processes below in a timely manner.

- Pay frequency entry (for standard select groups).

- Debit Card Authorization Form entry.

- HIPAA forms.

• Research and respond to claims questions.
• Send routine confirmation and documentation request emails and letters.
• Log/tag calls received to support excellent customer care and internal communication.
• Provide a high level of customer service to all clients and participants by creating a positive relationship with both parties.
• Perform other duties as assigned.
• Maintain quality work that exemplifies and promotes our company’s core values.

Who You Are

• A high school graduate/GED Recipient. A graduate of an Associate’s and/or bachelor’s degree is preferred but not required.
• Someone with at least one year of professional work experience, preferably with phone customer service experience in a call center or high call volume environment.
• Experience in benefits management (CDH and COBRA knowledge) is highly preferred.
• Experience using a CRM system preferred. Experience using the Alegeus system is preferred.
• Available to train for 3–4 weeks, Monday through Friday from 8:30am-5pm, EST. Available to work from 11:30 AM to 7:30 PM EST upon successful completion of training.
• Access to high-speed internet and the ability to connect workstation directly to router or modem using an Ethernet (hardwired).
• A detail orientated individual with strong organizational and prioritizing skills, and the ability to be flexible and multi-task in a collaborative environment.
• Someone with strong interpersonal skills who understands that our business objective is to provide superior customer service and can handle conflict in a professional manner.
• An internally motivated individual looking to grow personally and professionally.
• Qualified candidates possess above average analytical and problem-solving skills, and attention to detail.
• Demonstrate proficiency in Microsoft and other web-based products.
• An individual that understands the value of providing a high level of customer service.

Work Environment

After successful training this person will work Monday through Friday, 11:30am to 7:30pm EST with a 30 minute lunch. Roles may be approved for other schedules by managers. This role operates in a professional #LI-remote office environment. To be considered for this role, you must reside in one of the following states — AL, AK, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, ME, MI, MT, MS, MO, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, WI, WV, WY. To ensure a secure and stable work environment, candidates must have access to high-speed internet and the ability to connect their workstation directly to their router or modem using an Ethernet (hardwired) connection while working remotely. This role is mostly sedentary and consists of prolonged periods sitting at a desk and working on a computer. This role also utilizes other tools such as a phone, copy machine, and printer. Common programs often used are Outlook, Word, and Excel. This position frequently communicates with FloresHR team members and candidates and must be able to exchange accurate information clearly in these situations.

How We Support Our Team

At FloresHR, we invest in our people, our community and our technology and strive to provide work life balance, paired with professional growth for each of our employees. We provide an innovative benefit solution for our clients but that does not apply just to our clients. They extend to our team too!

• Competitive Benefits – FloresHR offers competitive medical, dental, and vision benefits for employees and their families. We also provide company funded HSA’s, Pre- and Post-tax 401k’s with a company match up to 5%, and other great benefits such as Life Insurance, Accident Insurance, Pet insurance, and more!
• Work Life Balance – We want all our team members to have time to focus on themselves and their families. We offer a Monday - Friday schedule, a generous vacation policy and a Life Balance Reimbursement Plan to support this.
• Community Involvement – We love to give back to our community, and we recognize that our team does too! We have a volunteer program in place to support our team members as they help the organizations’ they are passionate about.

Our Core Values & Diversity Focus

Our vision is to be the most admired benefits partner, and our core values and beliefs are:

• We believe in always doing the right thing.
• We believe that a remarkable service experience is possible.
• We believe in trusting one another as an operating philosophy.
• We believe that high performance teams deliver extraordinary results.
• We believe in building benefits technology that converts the complex to easy.
• We seek to empower, empathize, and respect our team members and our world.

FloresHR is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. We are committed to diversity and are committed to creating an inclusive environment for all employees. This is not intended to be an all-inclusive list of job related responsibilities and requirements.