Customer Service Representative I

Employee Benefits Corporation is a trusted, national third-party administrator delivering consumer-driven benefit solutions. They are hiring for a Customer Service Representative I who will interact with customers via telephone or email to address inquiries and resolve concerns regarding the company's products and services.

Responsibilities:

• Manage a high volume of calls in a timely and effective manner
• Address customer inquiries in a positive, professional manner
• Establish rapport and trust with all customers, ensuring a high quality and meaningful experience is delivered with every interaction
• Communicate clearly and accurately with customers both verbally and in writing
• Obtain information from multiple systems and relay to customers in a seamless manner
• De-escalate situations involving dissatisfied customers, offering patient assistance and support
• Maintain and proactively manage CRM database, documenting each customer interaction and action in a timely manner
• Respond to inquiries and tasks from other departments

Requirements:

• High School diploma or equivalent
• 2 years customer service experience
• Ability to remain calm when dealing with challenging customers
• Excellent listening, verbal and written communication skills
• Strong attention to detail
• Ability to articulate relevant information in an organized and concise manner
• Demonstrated experience de-escalating customer issues
• Enthusiasm for working in a fast-paced, structured environment
• Strong ability to multi-task
• Strong critical thinking skills to help manage difficult situations
• Computer proficiency in Windows-based applications along with a demonstrated ability to learn new software programs
• Basic working knowledge of Microsoft Word and Outlook
• Associate degree in Business or related field
• Previous experience in a high volume call center
• Demonstrated ability to guide customers through troubleshooting and navigating various company systems and the mobile application
• Experience providing customer service for a variety of products in the financial services or healthcare industry