What are the responsibilities and job description for the Customer Service Representative position at Employee Benefits Corporation?
Position Summary:
Employee Benefits Corporation is hiring a Customer Service Representative. The Customer Service Representative is responsible for interacting with customers via telephone or email to address inquiries and resolve concerns regarding Employee Benefits Corporation’s products and services. This position has frequent customer contact and interacts across multiple departments on a daily basis.
This person may work in our Middleton, WI office, fully remote (Wisconsin locations only), or a combination of the two depending on availability.
Responsibilities Include:
Qualifications:
Preferred Qualifications:
We Offer:
More About Us:
Employee Benefits Corporation administers a variety of employee benefits, from IRS-approved, tax-advantaged plans to COBRA and state-regulated continuation administration through informative education materials, dedicated reporting, creative plan design and expert customer support. We work with benefit brokers and consultants, employers and HR administrators, and benefit plan participants to offer top-notch workplace benefits and customer service. As a 100% employee-owned company, we are committed to using our experience, knowledge, creativity and technology to ensure our customers’ satisfaction with their plans and with our services. ?
Employee Benefits Corporation is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Our affirmative action program is available to any applicant or employee upon request.
If you need an accommodation as part of the employment process, please contact Human Resources via email at HumanResources@ebcflex.com or via phone at (608) 831-8445.
We are an equal-opportunity employer.
Employee Benefits Corporation is hiring a Customer Service Representative. The Customer Service Representative is responsible for interacting with customers via telephone or email to address inquiries and resolve concerns regarding Employee Benefits Corporation’s products and services. This position has frequent customer contact and interacts across multiple departments on a daily basis.
This person may work in our Middleton, WI office, fully remote (Wisconsin locations only), or a combination of the two depending on availability.
Responsibilities Include:
- Manage a high volume of calls in a timely and effective manner
- Establish rapport and trust with all customers, ensuring a high quality and meaningful experience is delivered with every interaction
- Obtain information from multiple systems and relay to customers in a seamless manner.
- Maintain and proactively manage CRM database, documenting each customer interaction and action in a timely, compliant manner and in adherence with departmental standards
- Obtain and maintain current and ongoing product and regulation related knowledge at a level of proficiency to resolve requests and inquiries
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
Qualifications:
- High School diploma or equivalent
- 2 years customer service experience
- Ability to remain calm when dealing with challenging customers
- Excellent listening, verbal and written communication skills
- Strong attention to detail
- Ability to articulate relevant information in an organized and concise manner
- Demonstrated experience de-escalating customer issues
- Enthusiasm for working in a fast-paced, structured environment
- Strong ability to multi-task
- Strong critical thinking skills to help manage difficult situations
- Computer proficiency in Windows-based applications along with a demonstrated ability to learn new software programs
- Basic working knowledge of Microsoft Word and Outlook
Preferred Qualifications:
- Associate degree in Business or related field
- Previous experience in a high volume call center
- Demonstrated ability to guide customers through troubleshooting and navigating various company systems and the mobile application
- Experience providing customer service for a variety of products in the financial services or healthcare industry
We Offer:
- A friendly, collaborative team environment
- A competitive compensation and benefits package that includes employee-ownership
- Opportunities for personal and professional growth
- Flexible scheduling to encourage and support a healthy work-life balance
More About Us:
Employee Benefits Corporation administers a variety of employee benefits, from IRS-approved, tax-advantaged plans to COBRA and state-regulated continuation administration through informative education materials, dedicated reporting, creative plan design and expert customer support. We work with benefit brokers and consultants, employers and HR administrators, and benefit plan participants to offer top-notch workplace benefits and customer service. As a 100% employee-owned company, we are committed to using our experience, knowledge, creativity and technology to ensure our customers’ satisfaction with their plans and with our services. ?
Employee Benefits Corporation is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Our affirmative action program is available to any applicant or employee upon request.
If you need an accommodation as part of the employment process, please contact Human Resources via email at HumanResources@ebcflex.com or via phone at (608) 831-8445.
We are an equal-opportunity employer.
