Kforce

Customer Service Representative

3+ months agoSan Diego, CA

Responsibilities

Kforce has a client seeking multiple Benefits Customer Service Representatives in San Diego, California (CA). You will provide customer service support for client pension and/or health and welfare plans using web-based systems for tracking, information gathering and troubleshooting issues. Our client is the recipient of The Forum on Workplace Inclusion award. They focus on teamwork, integrity, respect and excellence. Apply today to join a team who would love for you to push into the unknown, the never before, the new!Responsibilities:

  • Provide a high level of customer service support when handling customers questions/complaints in respect to defined benefit pension and/or health and welfare plans
  • Build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations (responding in a respectful, accurate, timely manner, consistently meeting commitments)
  • Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements
  • Translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon
  • Read and understand client's plan documents, amendments or online knowledgebase tools, etc.
  • Collect relevant information, determine immediate requests/questions and anticipate the future needs of the member
  • Maintain diplomacy and tact while dealing with upset or escalated callers
  • Maintain and document complete and accurate call and case notes in internal system
  • Respond professionally to customer inquiries/complaints received via phone, email or other communication channels
  • Participate in team meetings and training
  • Possess a cooperative and positive attitude towards customers, internal contacts and team members
  • Perform other duties as assigned


Skills

  • Minimum 1-2 years of experience in a customer service setting, at least 2-3 years is preferred
  • Excellent ability to communicate effectively in a customer service setting, including verbal and written communication skills
  • Able to quickly assess current state issues and formulate a response/resolution using analytical and problem-solving skills
  • Demonstrate flexibility to customize customer service approach to meet all types of member communication styles and personalities
  • Strong computer skills with the ability to navigate multiple software applications
  • Working knowledge of health and welfare and/or defined benefit pension plans a plus
  • Proficiency in the use of Microsoft Office programs (specifically Outlook, Excel and Word)
  • Ability to type 35-40 WPM
  • Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information
  • Able to work in a multi-tasked environment and prioritize and organize work
  • Able to understand and follow oral and written instructions
  • Able to work a flexible work schedule (30 - 40 hours/week with some overtime requested; variety of schedule start and end times)
  • Must have excellent attendance and be punctual to work
  • Fluent in Spanish a plus
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Kforce is a professional staffing services firm offering Technology and Finance & Accounting jobs with top employers nationwide. We specialize in providing contract, contract-to-hire and direct placement opportunities, with over 50 years of experience in the staffing industry. Kforce offers many consultants comprehensive benefits depending on employment status, including medical, dental, 401(K), life insurance and disability. Our vision is to be "the firm most respected by those we serve."