Customer Care Representative

This is a fully remote position, open to applicants in Alabama, +31 more states.

📋 Description

• Manage a high volume of incoming calls from clients' employees.

• Respond to inquiries, provide education, and resolve intricate HR and financial matters concerning healthcare benefits, 401k savings and retirement plans, leaves of absence, and payroll.

• Process health enrollments, tax and direct deposit modifications, 401k withdrawals or contributions, and retirement elections.

• Perform additional research and maintain ongoing casework.

• Make outbound calls to inform customers about pending cases or other relevant topics.

• Utilize multiple tools, systems, screens, and applications while managing live customer interactions.

• Assist callers in navigating systems effectively.

• Communicate with third-party entities to research and support customers with updates or inquiries.

• Complete training in a specific domain area, tools and resources, customer interaction management, and client-specific processes.

• Enhance skills and progress from CCR I to CCR II within the first 15 months.

⛳️ Requirements

• Minimum of 4 years of customer service experience, or a combination of education and experience.

• High School diploma with 4 years of customer service experience, OR an Associate’s degree with 2 years of customer service experience, OR a Bachelor’s Degree.

• Outstanding verbal and written communication skills.

• Strong passion for delivering a high level of customer care and satisfaction.

• Ability to be flexible, adaptable, and reliable in a fast-paced environment.

• Capacity to receive and promptly apply constructive feedback.

• Proficiency in multitasking using various Windows applications while assisting a customer via phone.

• Willingness to work a specified shift and extended hours as required.

• High-speed broadband cable internet with minimum upload/download speeds of 20 Mbps/20 Mbps for 100% remote positions.

• Internet provider equipment must be hardwired to the company-issued computer.

• Must reside in one of the listed states: Delaware, Florida, Georgia, Indiana, Maine, Maryland, Michigan, Mississippi, New Hampshire, North Carolina, Ohio, Pennsylvania, Rhode Island, South Carolina, Vermont, Virginia, Washington D.C., West Virginia, Alabama, Arkansas, Illinois, Iowa, Kentucky, Louisiana, Minnesota, Oklahoma, South Dakota, Tennessee, Texas, Wisconsin, Arizona, Idaho, Nevada, New Mexico, Oregon, Utah, or Wyoming.

• Must possess work authorization in the employing country without current or future visa sponsorship.

• Background check required upon offer.

• Experience in Health Care, Human Resources Services, or Financial Services is preferred.

🏝️ Benefits

• Health, dental, vision, and life insurance starting on Day One.

• Wellbeing programs.

• Retirement plans with contribution matching.

• 401k plan with corporate match.

• Paid time off.

• Three weeks (15 days) of paid vacation.

• Eleven paid holidays per calendar year (9 fixed and 2 floating).

• 6 paid wellness days.

• Parental leave.

• Continuing education and training opportunities.

• Career development and growth opportunities.

• Ongoing training, coaching, and development.

• Flexible working arrangements.

• Remote work from home.

• Potential occasional travel to a physical office location.