Benefits Concierge — Remote-First Customer Advocate

AE Perkins; Dallas (TX); On-site; USD 2,387,000 - 3,399,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Dental Insurance

401(k) Matching

Flexible Spending Accounts

Health Savings Accounts

Disability & Life Insurance

Employee Assistance Program

LegalShield

ID Shield

Commuter Reimbursement Plan

Tuition Reimbursement

Bonus Pay

Wellable membership

Telescope Health

Job summary

AE Perkins is seeking a Customer Advocate to be the initial contact for plan participants, assisting with benefits inquiries such as FSA, HSA, and COBRA. The role demands high-volume call handling, clear communication, and problem solving to guide users to self-service resources.

Remote-first role with two weeks of in-person training at Carrollton, TX. Training ensures a smooth transition; hours are standard weekdays with CST time options, and a strong benefits package accompanies the position.

Qualifications

• Experience in customer service, with emphasis on problem resolution and probing questions.
• Multichannel service experience (chat, phone, email) in a contact center setting.
• Familiarity with HIPAA and privacy regulations.

Responsibilities

• Serve as the first contact for participants, providing timely and accurate information.
• Educate participants on benefits processes and self-service options.
• Resolve inquiries with a focus on first-call resolution and escalation when needed.
• Document activities for quality and metrics in the CRM system.

Skills

Customer Service

Problem Solving

Communication

Empathy

Multitasking

CRM Proficiency

Attention to detail

Education

Associate’s degree

Tools

Zendesk

Amazon Connect

Job description

AE Perkins is seeking a Customer Advocate to be the initial contact for plan participants, assisting with benefits inquiries such as FSA, HSA, and COBRA. The role demands high-volume call handling, clear communication, and problem solving to guide users to self-service resources.

Remote-first role with two weeks of in-person training at Carrollton, TX. Training ensures a smooth transition; hours are standard weekdays with CST time options, and a strong benefits package accompanies the position.