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Customer Service Call Center Representative

Kelly Services

La Jolla, CA
Job Code:
  • Customer Service
Kelly Services
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Job Details

Job Title Customer Service Call Center Representative

Jobid US1464DJ_25087666

Location: La Jolla, CA, 92038, USA

Description **Job Description**

We are currently hiring for Customer Service Call Center Benefit Representatives in the city of La Jolla.

Job Description:

The Benefit Customer Service Representative provides customer service support for client pension and/or health and welfare plans using web-based systems for tracking, information gathering and troubleshooting issues.

Key Responsibilities

Provide a high level of customer service support when handling customers- questions/complaints in respect to defined benefit pension and/or health and welfare plans.

· Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations (responding in a respectful, accurate, timely manner, consistently meeting commitments)

· Demonstrate flexibility to customize customer service approach to meet all types of member communication styles and personalities

· Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements

· Proficiently translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon.

· Read and understand client-s plan documents, amendments or online knowledgebase tools, etc. Collect relevant information, determine immediate requests/questions and also anticipate the future needs of the member

· Maintain diplomacy and tact while dealing with upset or escalated callers

· Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information

· Maintain and document complete and accurate call and case notes

· Respond professionally to customer inquiries/complaints received via phone, email or other communication channels

· Demonstrate ability to maintain a high level of customer service in a changeable work environment

· Participate in team meetings and training

· Possess a cooperative and positive attitude towards customers, internal contacts and team members

· Perform other duties as assigned


The Requirements

· Excellent ability to communicate effectively using the English language in a customer service setting, including verbal and written communication skills

· Ability to quickly assess current state issues and formulate a response/resolution using analytical and problem solving skills

· High level attention to detail

· Strong computer skills with the ability to navigate multiple software applications

· Working knowledge of health and welfare and/or defined benefit pension plans a plus

· Minimum 1-2 years- experience in a customer service setting, at least 2-3 years is preferred

· Proficiency in the use of Microsoft Office programs (specifically Outlook, Excel and Word)

· Ability to type 30-40 WPM

· Ability to work in a team environment

· Ability to work in a multi-tasked environment and prioritize and organize work

· Ability to understand and follow oral and written instructions

· Ability to work a flexible work schedule (30 - 40 hours/week with some overtime requested; variety of schedule start and end times)

· Must have excellent attendance and be punctual to work

· Fluent in Spanish a plus

· Associate or Bachelor-s degree preferred


Submit an updated resume as soon as possible for immediate consideration

**Why Kelly** **®** **?**

At KellyServices ® , we work with the best. Our clients include 95 of the Fortune100 ™ companies, and more than 70,000 hiring managers rely on Kelly annually to accessthe best talent to drive their business forward. If you only make one career connection today, connectwith Kelly.

**AboutKelly Services** **®**

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 peoplearound the world and have a role in connecting thousands more with work through our global network oftalent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit and connect with us on Facebook, LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and iscommitted to employing a diverse workforce. Equal Employment Opportunityis The Law.

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