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Customer Service Representative

Kelly Services

Tempe, AZ
Job Code:
  • Customer Service
Kelly Services
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Job Details

Job Title Customer Service Representative

Jobid US1210LR_24941656

Location: Tempe, AZ, 85282, USA

Description **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 knowledge base 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


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

**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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