Job Description
Years of experience (minimum/maximum):
Required education: HS
The Role As a Benefit Customer Service Representative you will have the rewarding opportunity to help our client members through the enrollment process and when making updates to their health care and/or pension plans.
We allow you the freedom to take the time necessary to provide the highest level of service.
You will start out on one client, and with dedication to our clients and Willis Towers Watson, you will be cross trained to provide assistance on multiple clients.
You will spend your day either on the phone, or providing assistance through webchat conversations and email.
We provide superior service center environment in professional buildings where you will be recognized for your dedication.
During our busy season you will be expected to work a 40 hour week and overtime when requested.
During our off season, your hours will fluctuate between 32 to 40 hours depending on client need.
This is a seasonal role, however we ask our high performers to remain with us to assist on other clients, and offer the top performers a full-time opportunity with Willis Towers Watson.
Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email and instant message
Ability to customize customer service approach to meet all types of member communication styles and personalities while maintaining professionalism, and diplomacy during difficult calls
Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements
Skillfully translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon.
Plan documents and online knowledgebase tools while collecting relevant information to determine immediate requests/questions and also to anticipate the future needs of the member
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 in a professional manner
Regularly participate in team meetings and training
You will spend the majority of your time assisting customers
Perform other duties as assigned
You are excited to learn new things, have strong computer skills, and are self-motivated to always improve while coming to work every day on-time.
You have patience, and the ability to listen and recognize the needs of our client members.
You have strong written commination skills, both written and verbal, and are dedicated to well written client notes and instant message communications without the use of slang or emojis.
You overcome objections with knowledge, patience, and understanding, and enjoy meeting new people by phone, email, and instant message!
HELPING PEOPLE - NO WEEKENDS - NORMAL Business Hours
Excellent ability to communicate effectively using the English language in a customer service setting, including verbal and written communication skills in a grammatically correct way
Ability to quickly assess member concerns and formulate a response/resolution using analytical and problem solving skills
Ability to work in a structured environment adhering, following protocols
High level attention to detail, multi-tasking, and ability to organize work
Experience using Microsoft Office with a strong ability to juggle multiple open computer windows to answer questions while on the phone/instant messaging
Ability to work autonomously in a self-paced, self-motivated team environment
Ability to understand and follow oral and written instructions
Ability to type 30 words a minute
Must have excellent attendance and be punctual to work
Experience working in a customer service environment
High School degree required
The following are a plus
Company Description
Kelly Services is an American office staffing company that operates globally. The company places employees at all levels in various sectors including the financial services, information technology, and law industries.