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ESC - Benefits CSR

  • Location: Atlanta, Fulton, Georgia
  • Job Type:Contract

Posted about 1 month ago

  • Sector: Professional
  • Start Date: 2022-05-09
  • Job Ref: 22-07963
Role is strictly CSR- Not for open enrollment :)

Summary of Job Description:Benefit Customer Service Representatives are tasked with fielding all related requests received by the ESC, creating a new case or updating an existing case for each request in CRM and dispatching all cases that are not deemed Tier 1 responsibility to the appropriate resolution group within the ESC. As the primary contact point for all Open Enrollment inquiries to the ESC it is imperative that they project a professional image through their telephone and writing skills and possess exceptional customer service skills. Primary Duties/Responsibilities: Handle all Benefit Open Enrollment calls from internal and external customers. Create a new case or update an existing case for every request received in the ESCs CRM system. Gather necessary information from customers in order to sufficiently documenting each case with detailed notes in to make the resolution process as efficient as possible Work to completion all cases that are designated as Tier 1 responsibility and properly assign those that are not to the correct resolution work list. Recognize, document and inform the supervisor regarding trends in internal and external calls. Recommend process improvements. Special projects as assignedQualifications: Superior Customer Service skills Excellent oral and written communication skills Able to juggle multiple tasks simultaneously Able to operate well under tight pressure Good computer skills Microsoft Office Suite, People Soft experience a plus Works well with others Team Player Attention to detail Organized Strong problem solving skills Punctual