US Benefits Associate

VensureHCM; Thiruvananthapuram; On-site; INR 300,000 - 420,000; Full time

Job summary

VensureHCM is seeking a customer service professional to support the Administration team with calls, emails and live chat. You will contact clients, employees and carriers, provide information on benefits, assist with plan setup and maintain coverage continuity.

Responsibilities include handling escalated calls, emails and chats, researching issues, resolving complaints, and using the knowledge base to respond quickly and accurately.

Qualifications

• 1–2 years of experience in a professional office environment.
• 4-year college degree or equivalent work experience.

Responsibilities

• Answering and responding to inbound escalated calls
• Responding to escalated emails and live chat inquiries
• Troubleshoot and research to resolve requests
• Resolve complaints and issues
• Escalate issues to supervisors and managers
• Use the internal knowledgebase to quickly answer inquiries

Skills

Customer service knowledge

Documentation and note-taking

Data entry skills

Empathetic communication

English writing skills

Work under pressure

Education

4-year college degree or equivalent

Job description

Job description

Position Summary

This position is responsible of guaranteeing the good client service, assisting the Administration team with calls, emails and live chat. They will be contacting clients, employees and carriers. Giving information about their current benefits and helping them through plan setup and coverage continuity. Contacting carriers to solve issues with employee benefits and active plans.

Essential Job Functions

• Answering and responding to inbound escalated calls
• Responding to escalated emails and live chat inquiries
• Troubleshoot and research to resolve requests
• Resolve complaints and issues
• Escalate issues to supervisors and managers
• Use the internal knowledgebase to quickly answer inquiries

Knowledge, Skills, and Abilities

• Knowledge of customer service best practices
• Skilled in documentation and note-taking during calls
• Excellent data entry skills
• Empathetic and personable call demeanor
• Proficient English writing skills
• Work well under pressure and with various personalities

Education and Experience

• 1-2 years of experience working in a professional office environment. Previous experience in customer service, a call center, PEO, payroll, taxes, benefits, human resources or equivalent is a bonus.
• 4-year college degree or equivalent work experience. Equivalent combination of education and experience may be substituted in lieu of degree.