Benefits & Customer Care Specialist

Insperity; Houston (TX); On-site; USD 38,000 - 48,000; Full time

Job summary

Insperity, Houston-based, seeks a skilled contact center professional to support client and worksite employees with health benefits, web support, and employment verification. You will handle high call volumes, ensure accurate information, and document interactions in Salesforce with HIPAA compliance.

Join a team focused on service quality, KPI adherence, and ongoing coaching to enhance customer experience. Prior experience in benefits support and strong communication are essential for success.

Qualifications

• High School Diploma or equivalent is required.
• Three to five years of experience in contact center environment is required.
• Two years of experience in defined field or skillset preferred.
• Proficiency with Word, Outlook, and Excel and demonstrated ability to learn other software application programs as needed.
• Experienced in handling high call volume in an efficient and timely manner.
• Demonstrates excellent verbal and written communication, interpersonal and customer service skills with strong organizational abilities
• Strong problem-solving skills.

Responsibilities

• Maintains Insperity customer service standards to ensure customer satisfaction.
• Serves as the primary point of contact for clients and worksite employees relative to their personal health benefits, web support, employment verification, and Section 125.
• Maintains the expected Insperity service quality and achieves consistent productivity levels according to established KPI metrics.
• Determines client or worksite employee needs and engages in a way that personalizes the experience for the worksite employee.
• Ensures correct correlation between inquiry and solution and providing accurate information.
• Documents, forwards, as needed, and follows up on issues requiring supplemental resolution support.
• Supports accurate documentation in Salesforce of all participant interactions, including calls, chats, emails and issue resolutions, as directed by Contact Center Leadership
• Follows all rules and regulations as professionally applies to HIPAA and maintains compliance with training requirements regarding HIPAA regulations.
• Maintains compliance with all employee/employer regulations as required.
• Uses sound troubleshooting skills, coordinates with appropriate resources, and works to resolve customer issues promptly and efficiently.
• Implements feedback and coaching to enhance customer service skills.
• Provides support to other inbound queues as required, based on volume
• Ensures compliance with expectations of the role as defined by KPI, QA, and Training.

Job description

Insperity, Houston-based, seeks a skilled contact center professional to support client and worksite employees with health benefits, web support, and employment verification. You will handle high call volumes, ensure accurate information, and document interactions in Salesforce with HIPAA compliance.

Join a team focused on service quality, KPI adherence, and ongoing coaching to enhance customer experience. Prior experience in benefits support and strong communication are essential for success.