Customer Service Representative 1

The Role

Supports the delivery of the agreed upon service to the client(s). Provides call center/customer service support. Predominately inbound customer service calls (though may entail outbound calls for follow-up). Responsible for upholding the Service Level Agreements (SLAs) and achieving a high level of client satisfaction. Work closely with the Client Relationship Managers or Operational Managers to resolve issues and identify opportunities for increasing the value of the service to the client(s).

Tasks

• Perform customer service support and meet clients’ day-to-day administrative needs with respect to health and welfare and/or defined benefit pension plans



• Respond professionally to customer inquiries/complaints received via phone or e-mail and ensure that appropriate action is taken, including follow up



• Research participant questions and plan issues



• Maintain complete and accurate case notes



• Work closely with other customer service representatives and client representatives



• Complete special projects as needed



• Communicate on a proactive basis



• Participate in team meetings and training



• Read and understand the client's plan documents, amendments, etc.



• Follow procedures and guidelines



• Able to comfortably question the customer in an encouraging manner so as to affect a positive relationship and establish a comfort level to gain the customer's confidence



• Possess the ability to analyze and solve problems in a changeable work environment



• Possess a cooperative and positive attitude towards customers and team members