Client Services Representative (Customer Service)

Job Summary

Seeking a dedicated and customer-focused Client Services Representative to join a growing team. This role offers a unique opportunity to work in a hybrid environment, combining in-office collaboration with the flexibility of remote work. As a Client Services Representative, you will play a pivotal role in maintaining industry-leading service standards, managing inbound calls and emails, and contributing to a highly collaborative team environment. If you are passionate about delivering exceptional customer service and are eager to grow within a dynamic organization, we encourage you to apply.

Compensation Package

• Hourly Rate: $19.00+/hour (depending on experience & qualifications) plus commissions

Responsibilities

• Deliver exceptional customer service by maintaining industry-leading service standards.
• Manage and respond to inbound calls and emails daily in a timely and professional manner.
• Demonstrate availability, dependability, and a strong commitment to teamwork.
• Effectively prioritize and manage multiple tasks in a fast-paced environment.

Qualifications/Requirements

• Minimum of 1 year of customer service experience.
• Strong communication, decision-making, time management, and critical thinking skills.
• Ability to manage multiple tasks and prioritize effectively.
• Willingness to obtain a Property and Casualty (P&C) insurance license (support provided).
• Current P&C license or experience in the insurance industry is a plus but not required.

Disclaimer: Please note that this job description may not cover all duties, responsibilities, or aspects of the role, and it is subject to modification at the employer's discretion. 

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Benefits Service Center Representative

Job Summary

Seeking a highly motivated and experienced Benefits Service Center Representative for the busy Q4 season.

Compensation Package

• Hourly Rate: $25/hour

Responsibilities

• Provide exceptional customer service by answering phone calls and emails from employees regarding their benefits.
• Assist with telephonic enrollments during open enrollment periods.
• Support new hire enrollments and address employee inquiries in real-time.
• Perform light administrative tasks as needed.
• Collaborate closely with team members to ensure seamless service delivery.
• Utilize benefits administration systems (e.g., ADP, Paylocity, Zeevo) to manage employee benefits information.

Qualifications/Requirements

• Experience: Minimum of 3 years in a call center environment; 5+ years of experience in benefits administration preferred.
• Technical Skills: Proficiency in at least 1-3 benefits administration systems (e.g., ADP, Paylocity, Zeevo). Experience with carriers like MetLife or Hartford is a plus.
• Licenses/Designations: Life and Health (L&H) license required.
• Soft Skills: Strong communication skills, attention to detail, ability to work in a fast-paced environment, team-oriented mindset, and problem-solving abilities.

Partner Services Team Lead

Job Summary
The Partner Services Team Lead will oversee the daily operations of the customer service team, ensuring high-quality service delivery and adherence to organizational standards. This role focuses on improving customer satisfaction, strengthening retention, and supporting team performance through coaching, training, and performance monitoring.

Responsibilities

• Manage a team of customer service and licensed representatives, including coaching, mentoring, and conducting 1:1 meetings.
• Oversee attendance management by approving and recording paid time off, tracking absences and tardiness, and coordinating schedule adjustments.
• Handle escalated and complex customer issues, including direct interaction with policyholders as needed.
• Assist in managing BBB, DOI, and social media complaints, providing timely updates and resolution communication.
• Partner with the Performance Coach to monitor representative productivity and performance metrics.
• Collaborate with trainers to ensure the team remains current on all processes and procedures.
• Motivate team members through daily objectives and recognition systems that encourage productivity.
• Perform additional duties as assigned.

Qualifications/Requirements

• Associate degree required; Bachelor’s degree preferred. (Or 4 years of relevant work experience may be considered in lieu of a degree.)
• Willingness to obtain a Property & Casualty insurance license.
• Prior insurance industry experience (e.g., Claims, Account Executive, or related role) strongly preferred.
• Minimum of 1 year of management or supervisory experience preferred.
• Strong leadership and organizational skills.
• Effective communication, decision-making, time management, and critical thinking abilities.
• Ability to manage multiple priorities in a fast-paced environment.

Disclaimer: Please note that this job description may not cover all duties, responsibilities, or aspects of the role, and it is subject to modification at the employer's discretion.

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Direct Services Team Lead (Customer Service)

Job Summary

Seeking a dynamic and motivated Direct Services Team Lead to join a growing team.

Compensation Package

• Base Salary: $51,000 per year + Commissions
• Competitive benefits package, 401(k), paid time off, professional development opportunities, etc.

Responsibilities

• Oversee and manage a growing team of Service Training and QA Specialists.
• Align QA and training activities with company goals to achieve efficiency targets and other key performance indicators (KPIs).
• Monitor and report on the effectiveness of the Service Support Team.
• Track and advocate for new and existing system bugs, user stories, and customer experience enhancements.
• Collaborate with Customer Experience, IT, and Service Leaders to ensure seamless operational improvements.

Qualifications/Requirements

• Education: Minimum of an associate degree or equivalent (Bachelor’s degree preferred). Alternatively, 4 years of relevant work experience.
• Experience:
  • Minimum of 1 year of management experience (preferred).
  • Background in insurance (e.g., claims, account executive, etc.).
  • Experience in QA or training roles is a plus.
• Licensing: Must have or be willing to obtain a property and casualty insurance license within 90 days.
• Skills:
  • Excellent leadership and organizational abilities.
  • Strong communication, decision-making, time management, and critical thinking skills.
  • Ability to manage multiple tasks and prioritize effectively.
  • Career-driven and self-motivated.
• Familiarity with operational workflows and tech-driven enhancements is a plus.

Disclaimer: Please note that this job description may not cover all duties, responsibilities, or aspects of the role, and it is subject to modification at the employer's discretion. 

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ABOUT:

Seeking an experienced Customer Service/Call Center Representative to join a dynamic team. In this role, you will be the first point of contact for policyholders, claimants, and clients, providing exceptional customer service while handling inquiries, claims, and policy information. 

COMPENSATION:

• $18.00 - $25.00/hr. based on experience
• Comprehensive health, dental, and vision insurance.
• 401(k) with company match.
• Paid time off and holidays.

REQUIREMENTS:

• Associate's or Bachelor’s degree required
• Minimum of 1 year of experience working in a customer service role
• Excellent customer service, communication, and problem-solving skills.
• Ability to manage a high-call volume efficiently in a fast-paced environment.
• Bilingual skills (e.g., English/Spanish) are a plus.

RESPONSIBILITIES:

• Answer incoming calls and respond to customer inquiries regarding insurance policies, claims, and billing.
• Provide accurate information and resolve customer concerns efficiently and professionally.
• Process policy changes, endorsements, and claims documentation.
• Escalate complex issues to the appropriate department as needed.
• Maintain detailed and accurate records of customer interactions in the system.
• Ensure compliance with company policies and industry regulations.
• Meet or exceed call center performance metrics, including call handling time and customer satisfaction scores.

Disclaimer: Please note that this job description may not cover all duties, responsibilities, or aspects of the role, and it is subject to modification at the employer's discretion.

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