What are the responsibilities and job description for the Customer Care Representative position at Concordia Plans?
Customer Care Representative
At Concordia Plans we care for those who serve by providing excellent retirement, healthcare, and benefit services. We have an exciting opportunity for someone to combine their experience, talent, and passion as part of our team at Concordia Plans serving the workers of The Lutheran Church— Missouri Synod.
Concordia Plans has a reputation for outstanding culture, most recently winning the 2024 Top Workplaces USA award, with additional special awards for Work-Life Flexibility, Compensation & Benefits and Purpose & Values. This honor goes to the country’s best employers with high performing people-first cultures. Our recent history of employment excellence also includes being awarded the 2023 Top Workplaces USA award, the Top Workplaces 2021 - 2024 St. Louis Post-Dispatch awards and the St. Louis Area Business Health Coalition’s 2020 Business Health Culture Award. Established more than 50 years ago providing service in 6,000 communities throughout the United States, we are mission focused professionals united to care for those caring for our community.
At Concordia Plans we are focused and flexible. Embracing the new normal, pioneering ways to continue to support work life balance in our family first culture. We offer competitive compensation with a benefit package, including a pension plan, 403(b), health insurance at no cost to the employee, and much more. With this exciting opportunity you can combine experience, talent, and passion as part of our team at Concordia Plans serving the workers of The Lutheran Church— Missouri Synod.
General Summary
The Customer Care Representative works directly with our customers in a call center environment to provide comprehensive information and benefit solutions focused on delivering the highest level of customer care.
Essential Job Functions
At Concordia Plans we care for those who serve by providing excellent retirement, healthcare, and benefit services. We have an exciting opportunity for someone to combine their experience, talent, and passion as part of our team at Concordia Plans serving the workers of The Lutheran Church— Missouri Synod.
Concordia Plans has a reputation for outstanding culture, most recently winning the 2024 Top Workplaces USA award, with additional special awards for Work-Life Flexibility, Compensation & Benefits and Purpose & Values. This honor goes to the country’s best employers with high performing people-first cultures. Our recent history of employment excellence also includes being awarded the 2023 Top Workplaces USA award, the Top Workplaces 2021 - 2024 St. Louis Post-Dispatch awards and the St. Louis Area Business Health Coalition’s 2020 Business Health Culture Award. Established more than 50 years ago providing service in 6,000 communities throughout the United States, we are mission focused professionals united to care for those caring for our community.
At Concordia Plans we are focused and flexible. Embracing the new normal, pioneering ways to continue to support work life balance in our family first culture. We offer competitive compensation with a benefit package, including a pension plan, 403(b), health insurance at no cost to the employee, and much more. With this exciting opportunity you can combine experience, talent, and passion as part of our team at Concordia Plans serving the workers of The Lutheran Church— Missouri Synod.
General Summary
The Customer Care Representative works directly with our customers in a call center environment to provide comprehensive information and benefit solutions focused on delivering the highest level of customer care.
Essential Job Functions
- Serves as front line representative and interacts with members and employers on the phone and via email; responds to inquiries about benefit programs and services offered, channeling them to the appropriate resource.
- Responds to customer inquiries and provides proactive information and solutions.
- Maintains comprehensive knowledge of CPS Plans, procedures and systems.
- Provides instructions and troubleshooting for member and employer portal.
- Communicates with both empathy and tact.
- Acts as advocate for both members and employers.
- Builds rapport to ensure high quality customer care.
- Uses various systems to document and process workflow items.
- Uses technology to provide customer support.
- Initiates system changes for members.
- Performs additional tasks and projects to reach team and departmental objectives as required.
Education and Experience
- Associate degree or related work experience, required; Bachelor's degree, preferred.
- Experience managing time-sensitive processes, deadlines, etc., with empathy and compassion.
- Successful participation on collaborative team(s).
- Experience in a customer service role, preferred.
- Experience using workflow management technology, preferred.
- One year of business office environment, preferred.
Competencies
- Ability to quickly assess callers’ level of comfort with technology and communicate accordingly; demonstrates high audience awareness.
- Understanding of multiple Internet browsers.
- Aptitude for managing and diffusing difficult customer service situations.
- Effectively balances customer advocacy and plan stewardship.
- Maintains high energy level and poise in a fast pace and repetitive role; resilient.
- Demonstrated documentation and record keeping skills.
- Able to quickly understand benefit plans, functions and requirements within Operations, and key interactions among CPS departments/disciplines and related business systems.
- Demonstrates a high commitment to the organization by applying concepts and principles of the Integrity Service program or similar values-based customer service program; is dedicated to meeting the expectations and requirements of internal and external customers.
- Command of system and collaborative tools (Pinnacle, SharePoint and Infor/Lawson), skilled in use of MS Office suite.
- Ability to articulate information simply and concisely in person, over the phone and in writing, and to reflect CPS values in all internal and external communications.
- Ability to navigate effectively in highly regulated industry and with complex organizations required; experience navigating LCMS structure and operations.
- Sets clear goals and objectives, cooperates and participates fully in the coaching process, and actively seeks continuous learning to improve personal and team performance.
- Participates fully on assigned and adjunct teams; fosters a collaborative spirit; builds collaborative networks with internal staff and vendor representatives.
- Practices high level of confidentiality; serve as liaison with individuals in crisis; ability to relate well with professional church workers, maintaining appropriate balance between compassion, encouragement, and accommodation in all interactions.
- Interacts effectively with a wide variety of people; respectful and maintains the dignity of others; amicable; fosters differing opinions and values input from various perspectives.
