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Customer Service Representative - Immediate Need

Sunrise Systems Inc Tempe, AZ
  • Expired: 22 days ago. Applications are no longer accepted.

Job Details:

Job Title: Benefits Customer Service Representative

Duration: 4+ months contract
Location: Tempe, AZ- 85281

Position Description:

The Role
The Benefit Customer Service Representative provides customer service support for client pension and/or health and welfare plans using web-based systems for tracking, information gathering and troubleshooting issues.

Key Responsibilities
Provide a high level of customer service support when handling customers' questions/complaints in respect to defined benefit pension and/or health and welfare plans.
• Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations (responding in a respectful, accurate, timely manner, consistently meeting commitments)
• Demonstrate flexibility to customize customer service approach to meet all types of member communication styles and personalities
• Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements
• Proficiently translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon.
• Read and understand client's plan documents, amendments or online knowledgebase tools, etc. Collect relevant information, determine immediate requests/questions and also anticipate the future needs of the member
• Maintain diplomacy and tact while dealing with upset or escalated callers
• Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information
• Maintain and document complete and accurate call and case notes
• Respond professionally to customer inquiries/complaints received via phone, email or other communication channels
• Demonstrate ability to maintain a high level of customer service in a changeable work environment
• Participate in team meetings and training
• Possess a cooperative and positive attitude towards customers, internal contacts and team members
• Perform other duties as assigned

Required
• Excellent ability to communicate effectively using the English language in a customer service setting, including verbal and written communication skills in a grammatically correct way
• Ability to quickly assess member concerns and formulate a response/resolution using analytical and problem solving skills
• Ability to work in a structured environment – adhering, following protocols
• High level attention to detail, multi-tasking, and ability to organize work
• Experience using Microsoft Office with a strong ability to juggle multiple open computer windows to answer questions while on the phone/instant messaging
• Ability to work autonomously in a self-paced, self-motivated team environment
• Ability to understand and follow oral and written instructions
• Ability to type 30 words a minute
• Must have excellent attendance and be punctual to work
• Experience working in a customer service environment
• High School degree required

The following are a plus
• Associate or Bachelor’s degree nice to have
• Working knowledge of health and welfare and/or defined benefit pension plans
• Experience working in a call center environment
• Ability to read, write and speak Spanish

Sunrise Systems Inc

Why Work Here?

Founded in 1990, Sunrise Systems is an award winning IT/Professional Staffing firm to Fortune 500 and State/Local Government Agencies.

Address

Tempe, AZ
USA