Customer Service Representative IV

Posting number: 16990

Department: Human Resources and Talent

Job classification: Customer Service Representative

Posting type: Open

Categories: Human Resources, Public Relations, Professional, Diversity Management/EEO, Customer Service, Records Management, Payroll/Benefits Administration

Duties and Responsibilities:

• Employee & Retiree Support: Performs various tasks to support employees, retirees, and covered dependents, including managing a multi-line phone system, providing assistance, routing calls, responding to email inquiries, researching information to resolve customers' issues, and taking messages for internal and external customers. 

• Administration: Inputs information into databases, processes correspondences to internal and external personnel, monitors assigned email inboxes, processes incoming mail, and checks customer service voicemails daily. 

• Special Projects: Manages the Arrears Billing Report, Subrogation/Coordination of Benefits requests, the Exceptions Report, and administration of the annual ACA member notifications. 

• Benefits Support: Receives, reviews, and validates all Benefits documentation, including but not limited to open enrollment and death benefits. In addition, interprets the Employee Benefits plan and assists with multiple projects to support the Benefits department (e.g. 5k run, Health Fairs, etc.). 

• Communication: Interprets and explains rules, regulations, policies, and procedures to customers via phone or email. 

• Documentation: Prepares various letters, account demands, account updates, and other forms as necessary. 

• Employee Relations: Assists in expediting resolutions of customer complaints and refers more complex issues to higher-level staff. 

• Record Management: Develops and maintains activity logs, files, and reports on services.

Education and Experience:

• High School Diploma or G.E.D. equivalent from an accredited educational institution.
• Three (3) years of experience in customer service, administration, or benefits

Knowledge, Skills and Abilities:

• Knowledge of efficient and effective customer service principles and practices via face-to-face, over-the-phone, or electronic means. 

• Knowledge of government regulations that apply to benefit programs (ERISA, FMLA, COBRA, HIPAA, ACA). 

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint). 

• Great verbal and written communication skills to clearly and concisely interact with internal and external customers. 

• Strong interpersonal, organizational, and problem-solving skills. 

• Ability to respond to and effectively prioritize multiple phone calls and other requests or interruptions. 

• Ability to efficiently evaluate and respond appropriately to customer inquiries. 

• Ability to remain calm and professional in stressful situations and when handling difficult customers. 

• Ability to plan, coordinate, prioritize, and organize multiple work tasks to meet deadlines with accuracy, thoroughness, and attention to detail. 

• Ability to use initiative and independent judgment within the established guidelines. 

• Ability to establish and maintain an effective and cooperative working relationship with internal and external customers through knowledge of work, personal and professional conduct, teamwork, and good judgment.

NOTE: Qualifying education, experience, knowledge, and skills must be documented on your job application. You may attach a resume to the application as supporting documentation but ONLY information stated on the application will be used for consideration. "See Resume" will not be accepted for qualifications.

Position Type and Typical Hours of Work:

• Regular Full-time 

• Monday - Friday | 7:30 AM to 4:30 PM

  • Occasional weekends, holidays, and overtime may be required based on the specific needs and demands of the department.

Salary:

• $26.00 - $28.00 Hourly

• Depends on Qualifications

• Based on 26 Pay Periods

  • Plus, benefits

• This position is based in an office environment, where the use of standard office equipment such as computers, phones, scanners, and filing cabinets is routine.

• The physical demands associated with this job are minimal, with occasional lifting and moving of objects weighing up to 20 pounds.

• The role is predominantly sedentary, involving mainly sitting with occasional standing and walking.