Voluntary Benefits Customer Service Associate
Location: San Antonio, TX
(Location is non-negotiable/Hybrid role working onsite and from home)
The Voluntary Benefits
Customer Service Associate
will provide call center functional and/or technical support for a Voluntary Benefits client.
Key Responsibilities
Handles customer service inquiries via telephone and/or email and performs a variety of complex clerical or administrative support functions which require knowledge and understanding of Group Insurance policies for Voluntary Benefits
Supports the resolution of customer problems, incidents, issues, requests, and queries
Liaise with other support teams, or product teams as required to resolve requests issues in a timely manner
Ensures proper documentation, notification, escalation, tracking, and follow up of all incidents
Manages incoming telephone calls, emails, and or faxes for Voluntary Benefits
Utilizes resources and tools to accurately respond to customer inquiries and follows all documented processes and workflows provided by the client to enhance customer service and reduce customer effort operating efficiency
Able to learn and be proficient with client’s incident management and knowledge management tools, client information systems, and service desk procedures
Demonstrates understanding of the customers business needs as trained and maintains high customer satisfaction ratings
May perform follow up on incidents with customers to ensure customer satisfaction
May support reporting functions providing end of day status, data for weekly status reports, etc.
Job Requirements
Ability to work an 8-hour shift between the hours of 7:00 a.m. to 8:00 p.m.