Job Title:

Customer Service Representative (CSR)

Hours:

Monday-Friday (Either 8am-4:30pm or 8:30am-5pm) NO Weekends.

Duration:

3-4 month project (Based on performance, there is a possibility to get hired on permanently after the contract period.)

Location:

On-site in Cincinnati, OH (Close to Blue Ash, OH)

Position Overview:

The CSR will help employees of other companies enroll into their company's benefits program. This is not a customer complaint or solicitation role. Most companies host their open enrollment in the 4th quarter, requiring us to add additional temporary CSR staff during the 4th quarter.

Responsibilities:

• As a call center representative, the primary job function will be to assist employees of various clients with open enrollment for their company benefits. Medium-high volume of calls. (An average beginning-to-end enrollment call can last from 10 to 20 minutes depending on the employee's prior benefits knowledge and also the complexity of the specific enrollment session.)
• A significant percentage of calls will be inbound, however at certain times, outbound calls to employees who have not yet enrolled in their benefits will be required.
• 4th quarter is the busy season, as most companies host their open enrollment during this period. Although most calls consist of straightforward enrollment assistance, there will be instances that require analysis, troubleshooting, and answering specific benefit questions, which can involve coordination with various departments if necessary.
• Must have a high level of customer service accumulate and be able to work with complex situations.
• Some calls may involve various departments and communication with multiple representatives.
• Other projects within the office will also need CSR support and attention, when not making calls.

Experience Requirements:

• Previous experience in a (CSR) Customer Service or similar role.
• Previous experience working in insurance or healthcare benefits.
• BILINGUAL is a PLUS.
• Strong telephone, written, and interpersonal skills.
• Ability to effectively manage the flow of phone interactions.
• Efficient time management skills pertaining to call length and maintaining a high level of quality customer service.
• Technical troubleshooting and critical thinking are required for this role.

Education Requirements:

• High School Diploma