Call Center Remote Jobs

JOB SUMMARY

The Customer Service Representative I (CCR I) works as part of a team that provides quality customer care by helping client employees, retirees, and others understand, work with, and use their HR plan(s) (i.e., 401k, health insurance, pension, payroll) accurately and effectively. He or she acts as a liaison for the customer and resolves questions and issues arising from inbound calls, on-line secured requests from client employees, and written requests from client employees and/or HR contacts.

ESSENTIAL JOB FUNCTIONS/DUTIES

The CCR I role is a learning/developing role in the hierarchy of the CCR career path. CCR I’s will be provided with training in a domain area (pension, 401k, health, etc.), how to use tools & resources, how to manage a customer interaction, and client specific training.

• Handling a high volume of inbound calls from our clients’ employees to answer questions, provide education, and solve complex HR and financial issues related to their health care benefits, 401k savings and retirement plans, leaves of absence, payroll, etc. Proficiency will develop on the job.

• Processing transactions such as health enrollments, tax and direct deposit updates, 401k withdrawals or contributions, and retirement elections. This may include additional research and ongoing casework.

• Leveraging your computer navigation skills to navigate a robust set of tools/systems - toggle between multiple screens, systems, and applications provide answers and support while also managing a live interaction with the customer. This may include assisting the caller in navigating the system as well.

Qualification

• Minimum 3 years of Call center experience.
• Must be computer literate with basic understanding of connecting cables/USB functionalities.
• Demonstrates knowledge of the business and applicable operational platforms
• Must have good reading and analytical/problem solving capabilities.
• Prior Healthcare, Human resources or Financial services experience preferred.

EDUCATION REQUIREMENTS:

• High School diploma and 4 years of customer service experience, OR
• Bachelor’s Degree
• Associate’s Degree and 2 years or customer service experience, OR

JOB REQUIREMENTS:

• Must be able to furnish all paperwork/documentation on background check. Background checks and documentation should be passed
• Required overtime where applicable (no exceptions)
• Must be able to react quickly and proactively in a rapidly changing and dynamic work environment.
• Must be driven and motivated to exceed individual and team goals.
• Should always maintain professional email/chat etiquettes. Professional behavior with courteous, polite, and energetic qualities.
• High commitment to report and work at scheduled shift time and staying in communication with Supervisor/Team Lead at all times.

Employee Benefits:

• Full-Time Position
• An engagement team that will support your career growth
• Benefits (health, dental, vision) start day 1
• Paid Training
• Paid Holidays
• Self-paced trainings and certifications accepted industry wide
• 401K with company contributions
• Tuition Reimbursement
• Paid Time Off

DISCLAIMER:

• The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job

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