Customer Experience and Digital Graduate role at Auckland Council focusing on service improvement and customer experience. Join a 2 - year rotational program with hands - on experience and mentorship.
About the role
- Customer Service Representative for handling employee benefits inquiries over phone and email. Focused on quality information delivery and maintaining high customer satisfaction in a hybrid work environment.
Responsibilities
- Provides quality information and accurate solutions for a defined scope of customer issues via telephone and email correspondence.
- Maintains 100% of available phone time and/or electronic service goals every day, in accordance with current standards and as directed by management.
- Determines when customer issues need to be escalated and uses appropriate channels to timely resolution.
- Provides quality customer service for issues regarding benefit administration group changes, employee enrollment changes, ID card status, and effective date inquires.
- Provides information to brokers or agents on ID, password and address change requests.
- Keeps up to date on all Company’s policies and promotional offerings.
- Actively participates in regular team meetings, providing input to contribute to the team’s overall success in achieving customer satisfaction.
Requirements
- High school diploma or GED equivalent
- 2+ years of related experience in Customer Service environment in the healthcare/insurance field
- Working knowledge of customer database tools such as HCM solutions
- Working knowledge of medical conditions/terminology and insurance products
- Prior experience dealing with multiple customer service issues
Benefits
- medical, dental, vision, life, disability, and AD&D insurance
- tax-advantaged savings accounts
- 401(k) plan with company match
- generous paid time off programs
- company holidays
- vacation and sick days
- new parent leave
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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