Customer Service Representative

Jobtailor; East Lansing (MO, MI); On-site; USD 36,000 - 48,000; Full time

Job summary

Jobtailor is seeking an on-site Customer Service Associate in Lansing, MI to handle calls and emails about Flexible Spending Accounts. You will educate members on the portal, guide them on eligible expenses, and document interactions in our systems.

Collaboration with teammates ensures a world-class member experience, with focus on empathy and clear communication. Qualified candidates have at least 1 year in customer service, proficiency with Microsoft Office, and strong multitasking abilities.

Qualifications

• 1+ year of customer service experience in a call center.
• Must reside near Lansing, MI and be onsite 3 days/week.
• Strong empathy and compassionate approach.
• Proficient in Microsoft Office.
• Effective verbal and written communication skills.
• Experience with multiple screens and applications.
• High School Diploma or GED.

Responsibilities

• Answer questions and resolve issues from member and employer-group phone calls and emails about Flexible Spending Accounts
• Work collaboratively with members and colleagues to deliver a world-class customer experience
• Educate and assist members with the member portal
• Provide related information, including portal guidance and flexible spending eligible expenses according to plan
• Document and track member contacts, events, and outcomes using appropriate systems and processes
• Identify trends and emerging customer service issues and develop solutions for potential problems
• Take immediate action when confronted with a problem or made aware of a situation
• Work at a computer for approximately 8 hours daily, speaking with members by phone and handling responsibilities between calls

Skills

Phone support

Customer service

Empathy

Multitasking

Time management

Verbal communication

Written communication

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Job description

• Answer questions and resolve issues from member and employer-group phone calls and emails about Flexible Spending Accounts
• Work collaboratively with members and colleagues to deliver a world-class customer experience
• Educate and assist members with the member portal
• Provide related information, including portal guidance and flexible spending eligible expenses according to plan
• Document and track member contacts, events, and outcomes using appropriate systems and processes
• Identify trends and emerging customer service issues and develop solutions for potential problems
• Take immediate action when confronted with a problem or made aware of a situation
• Work at a computer for approximately 8 hours daily, speaking with members by phone and handling responsibilities between calls

Requirements

• Must reside in close proximity to Lansing, MI
• Must be willing and able to work onsite at the Lansing, MI office 3 days per week, Tuesday through Thursday
• At least 1 year of customer service experience in a call center environment
• Demonstrated ability to be empathetic and compassionate
• At least 1 year of Microsoft Office Suite experience
• Experience working with multiple screens and applications
• High School Diploma or GED
• Preferred: at least 1 year of flexible spending experience
• Effective organizational skills and ability to manage multiple tasks
• Excellent customer service and critical thinking skills
• Effective verbal and written communication skills
• Work hours of 8:30am to 5:00pm Eastern Time Zone

Core Competencies

Demonstrates strong customer service skills with a focus on resolving issues related to Flexible Spending Accounts. Proficient in Microsoft Office Suite and capable of managing multiple tasks while providing effective communication and support to members.