ABOUT US: Ameriflex is recognized as one of the nation's largest independent administrators of consumer-driven health plans. We are also one of Dallas/Fort Worth's Best & Brightest Companies to Work For. The Ameriflex culture is shaped by our most important asset - our employees! Our team is made up of a diverse group of highly talented, purpose driven individuals whose work directly impacts millions of Americans.
POSITION SUMMARY: The Bilingual Customer Service Representative serves as the front line employee, serving as the first point of contact for plan participants for employer sponsored benefits, such as Flexible Spending Accounts, Health Savings Accounts, and Continuation of Health Coverage - COBRA. This role is equally challenging and rewarding. This individual will be responsible for providing world class customer service while building and maintaining relationships from our inbound contact center. Must have the flexibility to work regularly scheduled hours (Call center hours are 7:30 AM - 7 PM CST, M-F) - 10 AM - 7 PM is required for ALL entry/new hires.
PRIMARY DUTIES & RESPONSIBILITIES:
Answer a high volume of calls, chats, or emails from plan participants regarding various aspects of their benefit plans
Proactively recommend solutions and set appropriate expectations for participants
Provide accurate information to plan participants and internal business partners
Strive for first call resolution with all participant interactions including complaints and escalations
Display professionalism and be empathetic with participants during difficult times
Maintain compliance on all HIPAA guidelines and regulations without exception
Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application
Complete other duties and special projects as assigned by management
Our Employees Enjoy:
Great Incentives and rewards
Competitive benefits program
Paid time off and paid holidays
401(k) retirement savings plan, with matching
Tuition assistance program & career development opportunities
Fun and collaborative work environment
View our profile on The Muse to learn more about what life is like at Ameriflex:
Have the ability to work well independently and within a team environment, with strong ability to multi-task
Be detail-oriented, possess critical thinking and problem solving skills
Anticipate, empathize and address the needs of the customer
Type a minimum speed of 50 WPM
High School diploma or GED Required
Must have a minimum of 2 years in a customer service or contact center environment
Previous healthcare, benefits administration or insurance industry experience preferred, but not required
Bilingual; Spanish highly preferred
PHYSICAL DEMANDS AND WORKING CONDITIONS: Work in an office environment; sustain posture in a seated position for prolonged periods of time; use hands to grasp and reach; occasionally stoop or kneel; see, hear, and speak with sufficient acuity to successfully perform all aspects of the job; use telephone and write or use a keyboard to communicate through written means; lift up to five pounds of weight.
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