Job description

Job Title: Customer Service Representative (10:00am-6:00pm shift)

FloresHR is seeking a dedicated Customer Service Representative to join our team. This full-time, remote position focuses on providing exceptional support to our clients and participants. The ideal candidate will be passionate about client experience and eager to contribute to a remarkable team environment. Reporting to the Customer Services Manager, this role involves acting as a key liaison between the company and participants, following a comprehensive training program.

Job Summary

As a Customer Service Representative, you will be the primary point of contact for participants, handling inquiries via phone and email. You will collaborate closely with the Account Management and Shared Services teams to ensure seamless operations. Our company prioritizes building a strong team and fostering a positive work environment.

What You’ll Do

Respond promptly to client and participant phone calls and emails regarding various inquiries.
Provide support for password resets and basic website navigation.
Address questions concerning participant account balances.
Assist with inquiries about debit card declines.
Guide participants on submitting claim or election forms.
Facilitate the ordering process for replacement or additional debit cards.
Process various forms and input data related to benefit administration accurately and efficiently.
Handle pay frequency entries for designated groups.
Process Debit Card Authorization Forms.
Manage and process HIPAA forms.
Investigate and provide responses to claims-related questions.
Dispatch routine confirmation and documentation request emails and letters.
Meticulously log and tag incoming calls to enhance customer care and internal communication.
Deliver a superior level of customer service, cultivating positive relationships with clients and participants.
Undertake additional duties as assigned by management.
Maintain high-quality work that consistently reflects and promotes the company’s core values.

Requirements

Who You Are:

Possess a high school diploma or GED; an Associate's or Bachelor's degree is advantageous but not mandatory.
Have a minimum of one year of professional experience, ideally in a high-volume phone customer service setting such as a call center.
Experience with benefits management, specifically CDH and COBRA, is highly desirable.
Familiarity with CRM systems is preferred; experience with the Alegeus system is a plus.
Must be available for a 3-4 week training period, Monday through Friday, 8:30 am to 5:00 pm EST.
Post-training, availability for the 10:00 AM to 6:00 PM EST shift is required.
Must have reliable high-speed internet access and the ability to connect your computer directly to your router or modem via an Ethernet cable for a stable connection.
Exhibit strong attention to detail, excellent organizational and prioritization skills, and the flexibility to multitask effectively in a team-oriented environment.
Possess strong interpersonal skills and a commitment to providing superior customer service, with the ability to professionally manage conflict.
Demonstrate self-motivation and a desire for personal and professional growth.
Possess above-average analytical and problem-solving capabilities, coupled with meticulous attention to detail.
Proficient in Microsoft Office Suite and other web-based applications.
Understand and value the importance of delivering an exceptional customer service experience.

Work Environment

Upon successful completion of training, the work schedule will be Monday through Friday, 10:00 am to 6:00 pm EST, with a 30-minute lunch break. Managers may approve alternative schedules. This role operates within a professional remote office setting. To be eligible, candidates must reside in AL, AK, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, ME, MI, MT, MS, MO, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, WI, WV, WY. A secure and stable remote work environment requires high-speed internet and a direct Ethernet connection from the workstation to the router/modem. The role is primarily sedentary, involving extended periods of sitting at a desk and computer work. Standard office tools like phones, copiers, and printers may be used. Proficiency in Outlook, Word, and Excel is common. Effective communication with team members and participants is essential.

How We Support Our Team

FloresHR is committed to investing in our employees, fostering community engagement, and leveraging technology to promote work-life balance and professional development. We extend our innovative benefit solutions to our team members:

Competitive Benefits: Comprehensive medical, dental, and vision coverage for employees and their families. Company-funded HSAs, pre- and post-tax 401(k)s with a 5% company match, life insurance, accident insurance, and pet insurance are also offered.
Work-Life Balance: A Monday-Friday schedule, generous vacation policy, and a Life Balance Reimbursement Plan are provided to support personal and family time.
Community Involvement: We encourage and support team members' community engagement through a dedicated volunteer program.

Our Core Values & Diversity Focus

Our vision is to be the most admired benefits partner, guided by these core values:

Always doing the right thing.
Belief in the possibility of remarkable service experiences.
Trust as an operating philosophy.
Commitment to high-performance teams delivering extraordinary results.
Building technology that simplifies complexity.
Empowering, empathizing, and respecting team members and the world.

FloresHR is an Equal Employment Opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws. We strive to create an inclusive environment for all employees.

Customer Service Representative