Customer Service Representative

The Key Family of Companies; Charlotte (NC); Remote; USD 35,000 - 45,000; Full time

Job summary

A leading company is looking for a Customer Service Representative to deliver exceptional service and build relationships with clients while working from home. This role emphasizes first call resolution and the ability to handle inquiries related to benefits and claims. Join a supportive team culture with comprehensive training and benefits.

Benefits

Comprehensive benefit package

Award-winning training program

Qualifications

• Able to identify and solve problems in a timely manner.
• Speaks clearly and persuasively.
• Maintains confidentiality.

Responsibilities

• Accepts incoming calls, webchats, or emails from customers.
• Delivers quality service to each caller.
• Documents all calls in a clear and professional manner.

Skills

Problem Solving

Communication

Empathy

Integrity

Team Player

Job description

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

Creating a Top Workplace is about more than offering great benefits and vacation time. It's about organizational health. Employees want to align with the company's vision, be challenged by a high-performance culture, and feel that they are valued and that their voices are heard.

At Key Benefit Administrators, we believe in delivering a Wow level of service to our valued clients and living up to our mission of improving people's health through high quality, cost-effective care. Strong core values, supportive work relationships, high quality training and personal development are part of our DNA and we are looking for the right individual to join us!

If you are passionate about delivering high quality service and would like to be part of our supportive family culture - we want to hear from you. The Customer Service Representative position includes a comprehensive benefit package, award-winning training program and competitive salary! This is a work from home opportunity.

Customer Service Representative Overview: We believe that "Wow Customer Service" means a focus on providing first call resolution and delivering a caring human touch to our members, clients and health care providers vs. solely focusing on handle times and total call counts. Our average CSR takes between 55-65 calls per day. Common questions include determination of benefits, payments and claim status related to medical, dental and flexible benefits.

Customer Service Representative Essential Duties and Responsibilities:

• Accepts incoming calls, webchats or emails from customers in a call center environment, handling each call in a professional manner and working to resolve the issue fully at the time of the call.


• Deliver quality service to each caller and build positive relationships one interaction at a time.


• Provides information to the callers by engaging and educating members using KBA tools and resources to coordinate problem resolution with appropriate departments on the first call.


• Follows up on outstanding issues through to resolution, advising the caller of the status and final outcome.


• Documents all calls in a clear and professional manner.


• Listen first and respond with empathy, care and compassion.


• Maintain and protect the confidential information of all callers.

Customer Service Representative Competencies, Knowledge, Skills and Abilities:

• Able to identify and solve problems in a timely manner.


• Takes ownership of issues and uses experience and resources to solve problems.


• Maintains confidentiality.


• Operates with integrity.


• Speaks clearly and persuasively.


• Team player who contributes to the overall culture and organizational success.

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/

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.

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

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

All qualified applicants for the Customer Service 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.

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