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Customer Service Representative at HIRD LLC

Customer Service Representative

HIRD LLC Work From Home, GA Full-Time
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Pay - $15 hourly

Location- Remote

DOJ- August 3 rd ,2022

Business Title

Customer Care Representative I

Business Area

Customer Care

Job Location(s)

Toronto, Lincolnshire, Charlotte, Winston-Salem, Orlando, The Woodlands, San Juan, Virtual North America

Internal Feeder Role

N/A - entry level

Feeder Role For

Customer Care Representative II

Open Requisition Date:

 

Role Descriptor

Job Summary

The Customer Service Representative I (CCR I) works as part of a team that provides quality customer care by helping client employees, retirees, and others understand, work with, and use their HR plan(s) (i.e., 401k, health insurance, pension, payroll) accurately and effectively. He or she acts as a liaison for the customer and resolves questions and issues arising from inbound calls, on-line secured requests from client employees, and written requests from client employees and/or HR contacts.

Key Responsibilities

The CCR I role is a learning/developing role in the hierarchy of the CCR career path. CCR I’s will be provided with training in a domain area (pension, 401k, health, etc.), how to use tools & resources, how to manage a customer interaction, and client specific training. Once a CCRI begins taking customer interactions (following training) they will be expected to develop their skillset and graduate to the CCR II role. CCR I’s are expected to advance to CCR II in the first 15 months of their role.

Handling a high volume of inbound calls from our clients’ employees to answer questions, provide education, and solve complex HR and financial issues related to their health care benefits, 401k savings and retirement plans, leaves of absence, payroll, etc. Proficiency will develop on the job.

Processing transactions such as health enrollments, tax and direct deposit updates, 401k withdrawals or contributions, and retirement elections. This may include additional research and ongoing casework.

Leveraging your computer navigation skills to navigate a robust set of tools/systems - toggle between multiple screens, systems, and applications to provide answers and support while also managing a live interaction with the customer. This may include assisting the caller in navigating the system as well.

Creating and updating files in our database and communicating with third parties to research and assist the customer with updates or inquiries.

Knowledge, Skills, Abilities, and Experience

Education

Bachelor’s or Associate’s degree, or a High School diploma plus equivalent years of related industry experience

Work Experience & Skillset

At least 4 years of customer service experience, or a combination of education and experience:

High School diploma and 4 years of customer service experience, OR

Associate’s Degree and 2 years or customer service experience, OR

Bachelor’s Degree

A self-starter with excellent communication skills (verbal and written) and the passion to provide the highest level of customer care and satisfaction

Ability to be flexible, adaptable and dependable in a constantly changing, fast-paced environment

Ability to resolve customer issues and solve problems within documented procedures/protocols

Ability to receive and immediately apply constructive feedback

Ability to multi-task using several Windows applications at once while assisting a customer on the phone

Flexibility to work a specified shift and extended hours as necessary

Preferred Experience:

Experience in one of these industries is preferred: Health Care, Human Resources Services or Financial Services

Preferred Experience:

Experience in one of these industries is preferred: Health Care, Human Resources Services or Financial Services

Work Environment

Work Environment

Ability to be flexible with various shifts and possible overtime when business needs require.

Must be able to learn and work either in a virtual working environment or in an Alight office space.

Although this role may be in a work from home environment, CCR’s will be required to work a specific schedule without interruption beyond standard scheduled breaks.

Requires long periods using phone/headset while operating a computer

Check boxes as appropriate

Yes

No

 

Comments

Travel Required

 

X

If yes, indicate % of time:

 

Physical Demands

   

If yes, describe physical effort/demand requirements:

 

  • Answer incoming customer service calls
  • Generated from inbound customer service calls
  • Resolving customer complaints regarding product sales to customer service problems
  • Assisting customers with customer service related issues
  • Provide excellent customer service and customer relations
  • Take incoming telephone calls from customers requesting customer service
  • Resolve customer service problems/issues
  • Assure quality customer service to all customers
  • Resolve customer product or service issues
  • Handling customer issues/requests maximizing customer satisfaction
  • Support customer orders such as new customer account
  • Resolve customer service oriented issues
  • Maintaining high customer retention, customer satisfaction and monitoring customer complaints in service department
  • Verify information/answer customer inquiries
  • Ensuring that outstanding customer service
  • Maintain reports on customer service
  • Improve the customer service function and customer experience
  • Resolve customer service issues or refunds
  • Greeting customers and assessing customer needs
  • Provide exceptional customer service by greeting customers and assessing customer needs

Recommended Skills

  • Active Listening
  • Attentive
  • Communication
  • Customer Service
  • Effective Customer Support
  • Upholding Customer Service
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