Benefits Service Center Representative

*** POSITION MUST START ON MONDAY, AUGUST 28 ***

 

Description:

Benefits Service Center Representative accurately answer participant inquiries, process enrollment transactions and resolve issues real-time using Strategic Interaction Skills, acquired plan knowledge and available technology. Inquiries will be responded to in a timely, courteous and professional manner. Sensitivity and discretion in handling confidential information of plan participants is essential. Demonstrate the willingness to continually learn and grow within a constantly changing Call Center environment, which contributes to the success of the organization.

 

Objectives:

To communicate in a clear and concise manner providing accurate information to Participants in response to inquiries. To utilize all HR Solutions Call Center resources and on-line tools in an effort to resolve participant inquiries and enter transactions. To demonstrate proper protocol in dealing with participants by validating/documenting information, as well as using proper opening and closing procedures.

 

Responsible for utilizing customer service skills to:

? Accurately assess and respond to Participant requests for information, or processing of enrollment transactions, using on-line tools and established procedures

? Identify trends in customer inquiries and escalate them to management when necessary

? Capture participant information and enter call data within established parameters

? Develop strong rapport with customer early in the call

? Identify customer needs through effective listening skills and provide resolution to inquiries 

 

 

Education and Typical Years of Experience:

High School Diploma or Equivalent

 

College strongly preferred

 

Two years of customer service experience required (face to face or via phone)

 

One year experience in any of the following areas: health and welfare, benefits, insurance, financial, or related college course work strongly preferred 

 

 

Specific Requirements:

Must be available to work any of the 8 hour shifts between the 8:00AM start time to 8:00PM end time for the call center.

 

? Ability to utilize a PC and computer system/program with proficiency

? Strong interpersonal skills

? Excellent communication skills (written and verbal)

? Patience

? Proven multi-tasking experience

? Must be detailed-oriented and possess the ability to follow through on assignments

? Excellent organizational skills and ability to perform tasks in an organized and consistent manner

? Exhibit high tolerance for people who may be complaining, or seeking a solution to their problem

? Ability to work in a high pressure, high volume environment while maintaining accuracy and excellent customer service

? Active listening skills

? Patience

? Confident, positive attitude

? Flexible, adaptive to change 

 

** Drug screening and a criminal background check are required **





 

 

Pay:

? Pay rate is $10 per hour

 





 

ACS Corporate Profile:

ACS is the leading provider of fully diversified, end-to-end, business process outsourcing (BPO) and information technology outsourcing (ITO) solutions to commercial and government clients worldwide. ACS is recognized as one of the best performing IT companies. As a FORTUNE 500 organization, ACS has proven success delivering strategic value, business results, and operational gains to our clients. ACS is a rapidly growing company supporting operations reaching nearly 100 countries with nearly $5 billion in annual revenues. With unparalleled levels of growth and client retention, ACS is more than 55,000 people strong and growing.