What are the responsibilities and job description for the Customer Care Representative (remote) position at BenefitHub?
Would you like to be part of one of the fastest-growing benefits technology companies in the U.S.? Join our mission to help millions of people improve the quality of their daily lives through accessing the world’s largest selection of personally relevant benefits. Help us achieve our goal of becoming the world’s most broadly accessed gateway for group and individual benefits. Already used by thousands of employers and their millions of employees, our platform is disrupting the $1 trillion benefits market. Clients include 5 of the top 10 largest employers in the U.S. and dozens of Fortune 500 companies. Now that we are one of the industry’s fastest-growing companies, we have no plans of slowing down.
Position Summary:
The main focus of a Customer Care Representative is to provide amazing Customer Experiences while helping customers with questions on products, services, and issues, either being technical or a general issue. Also, a Customer Care Representative is responsible for carrying out Company objectives when dealing with Customers. The Company objectives are to increase participation, engagement, and help customers return for additional purchases. The next item is for Customer Care Representatives to assist management with understanding the Top Customer Satisfaction needs and Customer trends.
BenefitHub does not currently offer H-1B Sponsorship
Responsibilities:
- Handle customer inquiries and complaints
- Provide information about the products and services
- Troubleshoot and resolve product issues and concerns
- Document and update customer records based on interactions
- Develop and maintain a knowledge base of the evolving products and services
- Process email inquiries in a timely manner (same day or next business day)
- Process Chat inquiries in the same fashion as inbound calls
- Maintain call and chat abandonment rate below 5%
- Answer calls and chats in less than 60 seconds
- When necessary be remote work ready
- Resolve customer issues on the first call
- Complete special assignments given by management
Qualifications:
We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.
- Previous experience of two years or more in customer service, sales, or other related fields
- Customer Care experience with Gift Cards/Credit Cards
- Experience in the voluntary benefits industry
- Ability to build rapport with clients
- Ability to prioritize and multitask and manage time effectively
- Experience with Zendesk and PBX-change phone system
- Ability to type 40 wpm
- Proficient computer skills with the MS Office Suite
- Positive and professional demeanor
- Excellent written and verbal communication skills
- Comfortable working under pressure
BenefitHub is proud to offer highly competitive salaries along with a very generous perks and benefits package for full-time Team Members:
- Medical and Dental (Employer paid 75% of monthly contributions)
- Vision Insurance (Employer paid 100% of monthly contributions)
- Domestic Partner Coverage for all insurance plans
- 100% employer-paid Life Insurance
- 401(K) retirement plan options
- Generous Paid Time Off (PTO)
- Generous Volunteer Paid Time Off (VTO) Program
- Stock options from the company
- Generous Paid Paternity and Maternity Leave Policies
- 10 Holidays (Including office closed day after Thanksgiving)
- Flexible work schedules
- Paid wellness rewards program
- Flexible Spending Account program
- Voluntary Benefit Programs (STD, LTD, Life Insurance, Accident, Cancer)
We also have offices in New York, India, Mexico, and the United Kingdom. And, we are growing!
Please click here for the Voluntary Self Identification of Disability Form which can be emailed to humanresources@benefithub.com
