Customer Support Representative

iSolved HCM; Northern (KY); Hybrid; USD 32,000 - 52,000; Full time

Job summary

isolved HCM is seeking a Customer Service Representative to join a team that ensures accurate daily processing and telephone support for our benefits services. You will deliver professional service, ask probing questions, and document communications to support growth and satisfaction.

You will also assist in COBRA or FBA queues, schedule follow-ups, and escalate issues as SOPs require, while maintaining a high standard of customer care in a fast-paced environment.

Qualifications

• Experience with Microsoft Office products.
• Strong customer service, organizational and communication skills.
• Ability to multitask and work effectively in a fast paced environment.
• Ability to clearly communicate information both verbally and in writing.
• Knowledge of customer service principles; able to handle irate individuals diplomatically.
• Problem analysis, troubleshooting and problem solving skills.
• Operate basic office equipment and maintain software applications.
• Perform routine mathematical computations and tabulations accurately.
• High school diploma or equivalent required.
• 2-3 years in a professional customer facing business office environment.

Responsibilities

• Respond accurately to customer inquiries in a timely manner with professionalism.
• Use probing questions to fully uncover customer needs.
• Maintain a 'leave no stone left unturned' communication approach.
• Participate in COBRA or FBA Customer Support phone queues as needed.
• Schedule and conduct follow-ups on unresolved issues.
• Elevate issues as prescribed by SOPs.
• Document all communications accurately.
• Complete all assigned tasks accurately.
• Join customer service training for knowledge and skill enhancement.
• Perform additional duties as assigned.

Skills

Microsoft Office

Customer service

Organizational skills

Communication skills

Multitasking

Written communication

Problem solving

Office equipment

Software applications

Math computations

High school diploma

Customer-facing experience

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Job Description

The isolved Customer Service Representative will work as part of a team to ensure accurate and timely daily processing and telephone support. The Customer Service Representative will develop and sustain excellent customer service qualities that promote the growth of iSolved Benefit Services.

Core Job Duties

• Respond accurately to customer inquiries in a timely manner with a high degree of professionalism.
• Use probing questions to fully uncover the customer's needs.
• Use the "leave no stone left unturned" philosophy in all communications.
• Participate in either COBRA or FBA Customer Support phone queue to assist customers as needed.
• Schedule and conduct follow up on unresolved issues.
• Appropriately elevate issues for customers as prescribed by Infinisource standard operating procedures.
• Accurately document all communications.
• Accurately complete all assigned tasks.
• Participate in customer service training related to knowledge and skill enhancement.
• Additional duties as assigned.

Minimum Qualifications

• Experience with Microsoft Office products
• Strong customer service, organizational and communication skills
• Ability to multitask and work effectively in a fast paced environment
• Ability to clearly communicate information both verbally and in writing
• Knowledge of the principles and techniques of customer service skills; ability to deal diplomatically with irate individuals
• Problem analysis, troubleshooting and problem solving skills
• Ability to operate basic office equipment, e.g., computer terminals, printers, copy machines, telephone systems, facsimile machines
• Ability to access, operate and maintain various software applications.
• Ability to perform routine mathematical computations and tabulations accurately and efficiently.
• High school diploma or equivalent required.
• 2-3 years previous experience in a professional customer facing business office environment.

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.