US Benefits Supervisor

Position Summary

This position is responsible of guaranteeing the good client service, assisting the Administration team with calls, emails and live chat. They will be contacting clients, employees and carriers. Giving information about their current benefits and helping them through plan setup and coverage continuity. Contacting carriers to solve issues with employee benefits and active plans.

Essential Job Functions:

• Answering and responding to inbound escalated calls
• Responding to escalated emails and live chat inquiries
• Troubleshoot and research to resolve requests
• Resolve complaints and issues
• Escalate issues to supervisors and managers
• Use the internal knowledgebase to quickly answer inquiries

Knowledge, Skills, and Abilities:

• Knowledge of customer service best practices
• Skilled in documentation and note-taking during calls
• Excellent data entry skills
• Empathetic and personable call demeanor
• Proficient English writing skills
• Work well under pressure and with various personalities

Education and Experience:

• Minimum 10 years of experience working in a professional office environment. Previous experience in customer service, a call center, PEO, payroll, taxes, benefits, human resources or equivalent is a bonus.
• 4-year college degree or equivalent work experience. Equivalent combination of education and experience may be substituted in lieu of degree.

Disclaimer

The above job description is not intended to be an all-inclusive list of responsibilities and standards of the position.

Incumbents will follow any other instructions, and perform any other related duties, as assigned by the management.