Customer Experience Representative

keybenefit; Indianapolis (IN); Remote; USD 35,000 - 52,000; Full time

Benefits offered by this job

Work from home

Benefits package

Training program

Career development opportunities

Job summary

Key Benefit Administrators is seeking a Customer Experience Representative (Work at Home) to join our team. You will act as a trusted resource for members, providers, and clients, helping them navigate healthcare benefits with confidence and ease.

The role emphasizes empathy, active listening, and problem-solving to deliver a seamless customer experience. It includes a comprehensive benefits package, award-winning training, career development opportunities, and a competitive salary.

Qualifications

• Strong communication and interpersonal skills.
• Ability to listen actively and respond with empathy and professionalism.
• Proven problem-solving skills with ownership of customer concerns.

Responsibilities

• Deliver professional, accurate, and compassionate support during every interaction.
• Serve as a trusted resource using available tools and procedures.
• Aim for first-contact resolution by researching and following up on issues.
• Build positive relationships through active listening and empathy.
• Navigate multiple systems to answer benefits, claims, and plan inquiries.
• Document interactions clearly to support customer needs and compliance.

Skills

Active Listening

Empathy

Problem Solving

Communication Skills

Confidentiality

Customer Service

CRM Software

Tools

CRM Software

Job description

We are excited to welcome a Customer Experience Representative (Work at Home) to our growing team! Key Benefit Administrators is consistently named a Top Workplace by our employees, and we are excited to speak with qualified candidates about this opportunity.

Creating a Top Workplace is more than offering great benefits and vacation time. It's about organizational health. Employees want to align with a company's vision, be challenged by a high-performance culture, and feel valued while knowing their voices are heard. At Key Benefit Administrators, our people are at the heart of everything we do.

We are seeking individuals who are passionate about creating exceptional customer experiences and making a meaningful difference in the lives of those we serve. As a Customer Experience Representative, you will act as a trusted resource and advocate for our members, providers, and clients, helping them navigate their healthcare benefits with confidence and ease.

At Key Benefit Administrators, we believe every interaction is an opportunity to build trust, strengthen relationships, and deliver a "Wow" experience. Through empathy, active listening, problem-solving, and a commitment to service excellence, our Customer Experience Representatives play a critical role in fulfilling our mission of improving people's health through high-quality, cost-effective care.

If you are passionate about helping others, thrive in a collaborative environment, and are committed to delivering services that exceed expectations, we'd love to hear from you. This work-from-home opportunity includes a comprehensive benefits package, award-winning training program, career development opportunities, and a competitive salary.

Customer Experience Representative Overview: We believe that delivering a "Wow Customer Experience" means creating positive, meaningful interactions that leave members, providers, and clients feeling supported, informed, and valued. Our Customer Experience Representatives serve as advocates for our customers by providing first-contact resolution whenever possible, navigating complex benefit questions, and delivering personalized service with empathy, care, and professionalism.

Customer Experience Representative Essential Duties and Responsibilities:

• Deliver exceptional customer experiences by providing professional, accurate, and compassionate support during every interaction.
• Serve as a trusted resource by utilizing available tools, resources, and procedures to deliver accurate information and solutions.
• Take ownership of customer inquiries and concerns by working toward first-contact resolution whenever possible by thoroughly researching and following up on unresolved issues to ensure timely resolution and communication.
• Build positive relationships through active listening, empathy, and a genuine commitment to helping others.
• Effectively navigate multiple systems and resources to investigate questions related to benefits, claims, eligibility, payments, and other plan-related inquiries.
• Document interactions thoroughly, accurately, and professionally to support customer needs and organizational compliance.
• Maintain the confidentiality and security of protected information and adhere to all applicable privacy requirements.
• Demonstrate adaptability and responsiveness to changing business needs, processes, and customer expectations.
• Follow established communication protocols and departmental procedures while contributing to a positive customer-focused culture.
• Actively participate in coaching, training, and development opportunities to continuously enhance knowledge and service effectiveness.
• Collaborate with leadership and teammates to support departmental goals and deliver consistent service excellence.

Customer Experience Representative Competencies, Knowledge, Skills and Abilities:

• Passion for delivering outstanding customer experiences through strong communication, interpersonal, and relationship-building skills.
• Demonstrated ability to actively listen and respond with empathy and professionalism.
• Strong problem-solving and critical-thinking skills with the ability to analyze situations and determine appropriate solutions and ability to take ownership of customer concerns and drive issues through resolution.
• Commitment to accuracy, attention to detail, and maintaining confidentiality.
• Ability to learn and apply complex benefit administration concepts, policies, and procedures.
• Adaptability in a fast-paced, customer-focused environment.
• Team-oriented mindset with a willingness to support coworkers and contribute to organizational success.
• Pursue growth and learning through being receptive to feedback and committed to continuous improvement and professional growth.

More about Key Benefit Administrators:

KBA is a privately owned company with a family atmosphere and supportive leadership, and we take an active role in our local communities with corporate sponsorships and community outreach programs. Employees continue to vote KBA as a Top Workplace year after year! https://topworkplaces.com/company/key-benefit-administrato/indystar/

Founded in 1979 as a full-service group benefits administration firm specializing in self-funded medical plans, the Key Family has grown to become one of the country's largest independently owned third party administrators, supporting a wide variety of group benefit plans.

Learn more about KBA here: https://keybenefit.com/

Check us out on Glassdoor! https://www.glassdoor.com/Overview/Working-at-Key-Benefit-Administrators-EI_IE692314.11,37.htm

Our Mission:

To create happy customers who renew by improving upon our successful track record of applying patented, proven, creative solutions to the reduction of healthcare costs while improving people's health through high quality, cost-effective care.

If you are unable to complete an application for the Customer Experience Representative position due to a disability, contact Human Resources by calling 800-560-3539 to ask for accommodation or an alternative application process.

All qualified applicants for the Customer Experience Representative position will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.