Job Summary
The Service Desk Representative who will serve as a subject matter expert for Benefits, Leaves, Payroll, and Talent-related inquiries. This role is focused on providing exceptional customer service, resolving inquiries on first contact, and guiding employees through complex HR-related matters in compliance with relevant policies and standards (e.g., HIPAA, PII, ERISA, IRS). The Senior Representative will ensure a positive customer experience while effectively managing requests in a high-volume call center environment.
Job Responsibilities :
Benefits Support (Primary Support) :
- Provide expert assistance and resolution for employee inquiries related to Health Plans, FSA / HSA Plans, Time Off Plans, Life Events, Life Insurance, Retirement Plans, Direct Billing, and Partner Plans.
Leave of Absence & Disability Support (Primary Support) :
Answer and resolve employee questions on various leave of absence types, including Long-Term Disability, Short-Term Disability, Family & Medical Leave, Parental LOA, Personal LOA, and Military LOA.Payroll Support (Secondary Support) :
Provide guidance on W2 Support, Pay Statements, Tax Equalization, Multiple State Tax, Tax Jurisdictions, and Imputed Income.Customer Education & Case Resolution :
Educate employees on how to access and utilize information on Company’s intranet site, ensuring they are equipped with the knowledge to make informed decisions.Resolve issues on first contact whenever possible and escalate high complexity matters to the appropriate level of support.Accurately document and summarize all interactions in the Company’s Case Management System.Compliance & Confidentiality :
Ensure compliance with policies and legal standards (e.g., HIPAA, PII, ERISA, IRS) while handling confidential and sensitive employee data.Customer Experience :
Provide a consultative, empathetic approach to educate employees on Benefits, Leave, and Payroll, ensuring their needs are addressed thoroughly and professionally.Demonstrate patience and professionalism, particularly when interacting with employees in crisis situations or when dealing with complex personal matters.Team Collaboration :
Work collaboratively within the team to ensure consistent, high-quality service delivery.Adhere to performance expectations such as quality, customer satisfaction surveys, schedule adherence, and appropriate time-off usage.Qualifications :
1 year of contact center experience, preferably in a call center environment.1 year of experience working with Health & Welfare benefits.Experience in remote work environments, especially in a contact center setting.High level of professionalism and discretion when dealing with confidential and sensitive employee data.Excellent listening skills with the ability to ask questions and provide clear, empathetic, and effective responses.Ability to work independently while involving leadership when appropriate.Strong problem-solving, analytical, and technical research skills.Ability to remain calm under pressure and handle complex or emotional customer situations.Proficient in managing multiple requests and efficiently navigating various systems to resolve issues.Preferred Qualifications :
Experience working with Leave of Absence and Payroll processes.Experience in a consultative or service-based role, where customer education was a key component of success.If you are a detail-oriented, customer-focused professional with experience in Benefits, Payroll, and Leave of Absence support, we invite you to apply and join our team in providing exceptional HR service to employees across the organization
About Us
The CSI Companies is a leading staffing and recruiting firm, providing healthcare organizations with highly skilled professionals since 1994. We have been recognized as a “Best of Staffing” award winner for over a decade, and we pride ourselves on delivering exceptional talent to leading healthcare organizations.
For consideration, please submit your resume with relevant experience. Only candidates selected for interviews will be contacted.
Benefits Offered :
Weekly payMedical, dental, and vision coverageVoluntary Life and AD&D coveragePaid TrainingOpportunity for advancement upon performance and availability
