Client Service Specialist providing Level 2 phone and ticket support for SMB merchant clients. Handling client issues and collaborating with internal teams in a call center environment.
About the role
- Client Services Representative supporting employee benefits with inquiries for employees and HR contacts. Operate in a high-volume, member-facing environment resolving benefit issues and ensuring a positive member experience.
Responsibilities
- Serve as the primary contact for benefit inquiries via phone and email
- Explain coverage, eligibility, and benefit usage in clear terms
- Guide members through carrier portals, mobile applications, and ID card access
- Support employees during open enrollment
- Process ID card requests and replacements
- Confirm provider network participation
- Respond to basic claim status inquiries
- Verify eligibility and enrollment changes
- Add or remove dependents
- Provide prescription refill guidance
- Address standard open enrollment questions
- Identify issues requiring escalation
- Route cases to Account Management per internal guidelines
- Ensure complete documentation prior to escalation
- Maintain ownership until successful handoff is confirmed
- Document all interactions and outcomes in the CRM system
- Track open items through resolution
- Partner with Account Managers and Advocacy teams
- Identify recurring issues and share trends with leadership
Requirements
- One to three years of experience in employee benefits, insurance, healthcare, or customer service
- Bilingual English and Spanish
- Clear written and verbal communication skills
- Ability to manage high call and email volume
- Strong organization and follow-through
- Professional and composed in time-sensitive situations
- Experience in an employee benefits brokerage or consulting environment (Preferred)
- Knowledge of health and welfare benefit plans (Preferred)
- Experience with CRM or benefits administration platforms (Preferred)
- Working knowledge of Outlook, Word, and Excel (Preferred)
Benefits
- 401k with employer match
- Medical, dental, vision, life, and disability insurance
- Paid Time Off
- Paid holidays
- Paid sick leave
- Professional development opportunities
- Flexible work arrangements
Job title
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