Service Support Specialist

Description

• Answers general inbound and places outbound calls in a call center with the goal of increasing business, customer satisfaction, and customer retention.
• Takes care of inbound and outbound calls of a lesser complexity that are primarily routine or basic in nature.
• Follows basic procedures and scripts, using fundamental knowledge to navigate company's customer information systems and/or order system along with a basic knowledge of company, services, and products.
• Schedule and lead virtual meetings with clients answering questions and providing guidance on how to make changes to their WFN configuration.
• Troubleshoot Benefit, Carrier Connection and ACA concerns. Follow up with the client consistently until the issue/case is resolved. Assist with running necessary reports.
• Coordinate and participate on calls with the client and their insurance broker/provider/carrier to clarify Benefit plan changes. Scheduling will be via Outlook.
• Provide product/process support to clients as they are going through Open Enrollment and ACA filings via scheduled meetings, phone calls (inbound and outbound) and emails
• Collect data to complete Carrier Connection templates that will be sent to our Carrier Connections team. Work as a mediator between the Carrier Connections team, client and their insurance broker/provider/carrier to ensure mapping updates and a successful transmission of their Open Enrollment File.
• Obtain basic Payroll WFN and Mainframe knowledge to assist with small Payroll projects.
• Assist with benefit and ACA internal projects requested by a peer or the clients Executive Relationship Manager (ERM). These projects must be completed in an accurate and timely manner.

Additional Skills & Qualifications

-Bilingual in Spanish

-Bachelors Degree

-Customer service experience within call center

-Case management experience

Experience Level

Expert Level