Job Summary
We are seeking a motivated and detail-oriented Customer Service Representative to join our dynamic call center team. The successful candidate will be directly responsible for helping meet and exceed client expectations by supporting our clients and their employees with our best-in-class HR software and services. As a Health Concierge, you will handle incoming calls and chats from customers about their employer’s benefits plans, educate and advise callers on their benefits, process enrollment-related transactions, and take ownership of issues through resolution.
Key Responsibilities
- Answer inbound calls and respond to customer inquiries about their employer’s benefits plans in a timely and professional manner.
- Educate and advise callers on their benefits, the system, and all related processes.
- Process enrollment-related transactions and ensure accuracy and completeness.
- Troubleshoot and resolve customer complaints and issues, taking ownership through resolution and escalating to supervisors when necessary.
- Research customer requests and follow up with customers as needed.
- Maintain a high level of product knowledge to accurately address customer questions and concerns.
- Document customer interactions and transactions, recording details of inquiries, complaints, and actions taken into a client system.
- Follow call center scripts and guidelines to handle calls in a consistent and effective manner.
- Meet or exceed performance targets, including call handling time, customer satisfaction scores, and resolution rates.
- Participate in training sessions and team meetings to stay updated on products, services, and policies.
- Contribute to a positive team environment and uphold company values.
Skills Required
- Strong verbal and written communication: Ability to use company resources to comprehend health and insurance plan concepts and explain them to customers in an understandable manner. Retain information on fundamental benefit plan concepts.
- Technical skills: Proficient in using Windows 10 computer and Microsoft Office applications, primarily Outlook and Word. Ability to use dual monitors.
- Customer Service Mindset (passion to serve): Ability to provide exceptional customer service consistently in a high-volume environment.
- Advocate Mindset: Reduces customer effort by problem-solving on behalf of the customer and resolving customer issues per business protocol.
- Professional demeanor: Exceptional organizational skills, ability to display a positive attitude in a fast-paced environment, and communicate efficiently and effectively with all levels of personnel.
- Schedule flexibility: Availability to work within Service Center hours of operation as required.
Qualifications
- High school diploma or equivalent; some college coursework preferred.
- Previous experience in customer service, preferably in a call center environment.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and a customer-focused mindset.
- Ability to handle a high volume of calls in a fast-paced environment.
- Proficiency in using computer systems and software applications.
- Ability to work flexible hours, including evenings, weekends, and holidays as needed.
- Strong organizational skills and attention to detail.
- Must be available to work during required shift
In the spirit of pay transparency, we are excited to share the base salary range for this position is $XX.00-$XX.00, exclusive of fringe benefits or potential bonuses. If you are hired at bswift, your final base salary compensation will be determined based on factors such as geographic location, skills, education, and/or experience. In addition to those factors – we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is the full base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future & continued salary growth. We also offer a generous compensation and benefits package!