Customer Service Representative

• Assist clients with navigating product features, troubleshooting computer settings, and utilizing web-based tools efficiently
• Maintain and update member records and eligibility databases to ensure accurate and timely information
• Collaborate with internal teams, including Client Services and IT, to address and escalate complex issues when necessary
• Document all customer interactions, requests, and resolutions in real time, adhering to department protocols
• Support the onboarding of new accounts by conducting client training sessions and ensuring a smooth transition
• Perform data audits to identify discrepancies and apply corrections as required
• Participate in system and user acceptance testing for new features, functionality, and bug fixes to ensure operational excellence
• File customer correspondence systematically and keep Service and Account Management teams informed of any system-related issues

• Previous experience in customer service or a call center environment is required
• Strong verbal and written communication skills to effectively interact with clients and team members
• Proficiency in Microsoft Outlook, Word, and Excel for documentation and reporting tasks
• Ability to handle inbound and outbound calls with professionalism and efficiency
• Familiarity with order entry systems and processes is preferred
• Associate’s degree in business or equivalent work experience is strongly recommended
• Detail-oriented with the ability to manage multiple tasks and maintain organized records
• Problem-solving skills to address client concerns and identify effective solutions

Familiarity with order entry systems and processes

• medical
• vision
• dental
• life and disability insurance
• 401(k) plan