Customer Service Representative

ATR International; Newark (DE); On-site; USD 36,000 - 54,000; Full time

Job summary

Benefit Payment Services seeks enthusiastic, customer-focused professionals to join our call center team. You will be the primary contact for retirees, delivering compassionate, accurate, and efficient assistance regarding pension payments and related documentation.

You will handle inbound calls, resolve issues, guide on pension schedules and tax forms, send forms by mail, fax, or email, and record call details accurately in our system.

Qualifications

• Experience in a call center or customer service environment.
• Strong organizational and time-management abilities.
• Reliability with attendance and punctuality.
• Flexibility to work overtime during peak volumes

Responsibilities

• Inbound Call Handling: Answer incoming calls from retirees, active participants, and beneficiaries in a professional and empathetic manner.
• Issue Resolution: Actively listen to customer inquiries, diagnose problems, and provide clear solutions or route calls to appropriate departments based on client profiles.
• Pension & Tax Support: Guide retirees through questions regarding pension payment schedules, tax withholdings, standard tax forms, and account details.
• Document Distribution: Efficiently send requested forms and documentation via mail, fax, and email.
• Account Maintenance: Document call details and actions taken accurately within the internal system.

Skills

Call center experience

Customer service mindset

Active listening

Time management

Multitasking

Team collaboration

Attendance & punctuality

Tools

Microsoft Word

Microsoft Excel

Internet navigation

Email communication

Job description

Benefit Payment Services is seeking enthusiastic, customer-focused professionals to join our call center team. In this role, you will serve as a primary point of contact for retirees, delivering compassionate, accurate, and efficient assistance regarding their pension payments and related documentation.

About the Role

In this role, you will serve as a primary point of contact for retirees, delivering compassionate, accurate, and efficient assistance regarding their pension payments and related documentation.

Responsibilities

• Inbound Call Handling: Answer incoming calls from retirees, active participants, and beneficiaries in a professional and empathetic manner.
• Issue Resolution: Actively listen to customer inquiries, diagnose problems, and provide clear solutions or route calls to appropriate departments based on client profiles.
• Pension & Tax Support: Guide retirees through questions regarding pension payment schedules, tax withholdings, standard tax forms, and account details.
• Document Distribution: Efficiently send requested forms and documentation via mail, fax, and email.
• Account Maintenance: Document call details and actions taken accurately within the internal system.

Qualifications

Required Skills

• Technical Skills: Proficiency in Microsoft Word, Excel, internet navigation, and email communication.
• Customer Service: Exceptional telephone etiquette, active listening skills, and a clear dedication to customer satisfaction.
• Work Ethic: Highly motivated self-starter capable of managing tasks independently with minimal supervision.
• Organization & Adaptability: Strong time management skills with the ability to prioritize tasks, multi-task, and thrive in a fast-paced, high-volume environment.
• Teamwork: Excellent interpersonal skills with a proven track record of supporting both individual and group goals.
• Reliability: Demonstrated history of excellent attendance and punctuality.
• Flexibility: Willingness to work overtime during peak volumes or as business needs require.