Experienced Virtual Customer Service Representative - Benefits Administration & Technical Support

Join Our Team: Accelerate Your Career as a Virtual Customer Service Representative

Are you a customer service professional looking for a challenging and rewarding role that offers flexibility and growth opportunities? Do you have a passion for delivering exceptional service and resolving complex issues? We're seeking an experienced Virtual Customer Service Representative to join our team, working remotely to support our clients' benefits administration needs. This is more than just a job - it's a chance to accelerate your career and be part of a dynamic team that values innovation, teamwork, and customer satisfaction.

About Our Company and Industry

Our company is a leader in providing benefits administration services to employers and their employees. We're committed to delivering exceptional customer experiences, leveraging technology to streamline processes, and providing expert support to our clients. As a Virtual Customer Service Representative, you'll be at the forefront of our customer-facing operations, working closely with our clients to resolve their benefits-related inquiries and issues.

Key Responsibilities

• Respond to customer inquiries via phone, email, or chat, providing timely and effective resolutions to their benefits-related questions and issues.
• Assist customers with website or application-related issues, troubleshooting technical problems and providing guidance on navigating our online platforms.
• Provide product or service information to customers, addressing their questions and concerns in a clear and concise manner.
• Support customers with enrolling in their benefits plans through their employer, ensuring a smooth and efficient process.
• Document customer interactions in our client system, maintaining accurate and up-to-date records of customer communications.
• Transfer data from documents into our client's system, ensuring data accuracy and integrity.
• Process transactions such as health enrollments, tax and direct deposit information updates, 401K withdrawals or contributions, and retirement elections.
• Conduct independent research to resolve customer issues, utilizing our tools and resources to determine the best course of action.
• Collaborate with your team to share knowledge, best practices, and feedback, driving continuous improvement in our customer service operations.

Essential and Preferred Qualifications

To succeed in this role, you'll need:

• A high school diploma or equivalent.
• At least 1 year of call center experience or 2 years of customer service experience, preferably in a benefits administration or related field.
• Strong computer navigation and organizational skills, with the ability to multitask and prioritize tasks effectively.
• A commitment to attending our paid online training program in its entirety, with no missed time.
• The ability to complete and pass a background check.

Preferred qualifications include:

• Experience working in a benefits administration or HR-related field.
• Knowledge of benefits administration processes and procedures.
• Familiarity with customer relationship management (CRM) software and other relevant technologies.

Skills and Competencies

To excel in this role, you'll need:

• Excellent communication and interpersonal skills, with the ability to build rapport with customers and colleagues alike.
• Strong problem-solving and analytical skills, with the ability to troubleshoot technical issues and resolve complex customer problems.
• A customer-centric mindset, with a focus on delivering exceptional service and ensuring customer satisfaction.
• The ability to work independently and as part of a team, collaborating with colleagues to drive business results.
• Strong technical skills, including proficiency in using our client system and other relevant technologies.

Career Growth Opportunities and Learning Benefits

As a Virtual Customer Service Representative, you'll have opportunities to develop your skills and advance your career within our organization. Our comprehensive training program will equip you with the knowledge and expertise needed to succeed in this role, and our ongoing support and coaching will help you continue to grow and develop. We'll also provide you with access to a range of resources and tools to help you stay up-to-date with industry trends and best practices.

Work Environment and Company Culture

We're a remote-first organization, with a culture that values flexibility, teamwork, and innovation. As a Virtual Customer Service Representative, you'll work from home, with the flexibility to manage your schedule and work environment. We're committed to creating a positive and inclusive work culture, with opportunities for professional development, recognition, and reward.

Compensation, Perks, and Benefits

We offer a competitive salary of $17 per hour, once you reach production. During training, you'll be paid $15.25 per hour. We're also committed to providing a comprehensive benefits package, including:

• Medical, vision, and dental insurance.
• 401(k) plan with company matching.
• Paid time off and holidays.
• A referral program to reward you for bringing talented colleagues to our team.
• The opportunity to work from home, with the flexibility to manage your schedule and work environment.

Technical Requirements

To work as a Virtual Customer Service Representative, you'll need:

• A desktop or laptop computer (not a tablet, netbook, or Chromebook) with a Windows 10 operating system.
• A processor speed of i4 or greater (Ryzen Series 4 or greater is also compatible).
• 8GB or more of RAM.
• A 256 SSD or better hard drive.
• Wired peripherals, including a keyboard, mouse, and headset.
• A reliable high-speed internet connection, with a minimum download speed of 20MB and upload speed of 10MB.
• A wired USB headset with built-in microphone and noise cancellation (Plantronics 3310 or 3320).
• An active, functioning webcam for training and meetings.
• A second monitor/screen.

Join Our Team!

If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Even if you feel you're not a perfect match, we'd still love to hear from you. We're committed to creating a diverse and inclusive workplace, and we're excited to meet our next team member.

Don't miss this chance to accelerate your career and join our dynamic team!