Service Center Customer Service Representative

Position Overview

At bswift, we've been transforming benefits administration since 1996, making it simpler, smarter, and more human. Our state-of-the-art, cloud-based technology and services empower employees to understand, manage, and love their benefits. From downtown Chicago, and remotely across the country, we serve thousands of companies and millions of people nationwide, reducing administrative burdens and freeing HR teams to focus on creating thriving, people-first workplaces.

We’re looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you!

The Service Center Customer Service Representative is directly responsible for helping meet and exceed client expectations by supporting our clients and their employees with our best-in-class HR software and services. As a Health Concierge, you will answer incoming calls and chats from customers about their employer’s benefits plans, including educating and advising callers on their benefits, the system, and all related processes. You will also process enrollment-related transactions, take ownership of issues through resolution, research customer requests, follow up with customers as needed, and troubleshoot issues. In addition, you will document information into a client system to track customer interactions and solutions.

Requirements

Skills Required:

• Strong Verbal and Written Communication: Must be able to use company resources to comprehend health and insurance plan concepts and explain them to customers in a way the customer will understand. Ability to retain information on fundamental benefit plan concepts.
• Technical Skills: Proficient in using Windows 10 computer and Microsoft Office applications, primarily Outlook and Word. Ability to use dual monitors.
• Customer Service Mindset (Passion to Serve): Ability to provide exceptional customer service consistently in a high-volume environment.
• Advocate Mindset: Reduces customer effort - Problem solves on behalf of the customer and resolves customer issues per business protocol.
• Professional Demeanor: Exceptional organizational skills, must be able to display a positive attitude in a fast-paced environment; Ability to communicate efficiently and effectively with all levels of personnel.
• Schedule Flexibility: Schedule flexibility within Service Center hours of operation is required.

Education:

• High School degree, required.
• Associate degree or equivalent experience, preferred.

Additional Requirements:

• Candidate must be able to work any of the service center hours of operation, 7 AM CST to 7 PM CST. Weekend hours may also be required.

Virtual Work Environment Requirements:

• This position is “work at home” and the candidate must have a home environment that meets the minimum company requirements:
  • A quiet, private environment free of distraction (television noise, doorbells, pets, family members) is necessary with sufficient working space for a computer, additional monitor, and keyboard/mouse.
  • If children are at home, they must have other dedicated supervision.
• Internet Connectivity Requirements:
  • High-speed internet required with the ability to connect the company-provided computer via Ethernet cable to the home router.
  • Minimum internet speeds: 25 MB download speed and 3 MB upload speed (as measured by speedtest.org).
• The following are NOT acceptable alternatives to a wired high-speed internet connection:
  • WiFi, WiMax, Satellite, Cellular, Wireless, or Hotspot.
  • Working from public internet locations (such as Starbucks) or outside your home office.

Responsibilities

• Support clients and their employees with bswift's HR software and services.
• Answer incoming calls and chats from customers regarding their employer's benefits plans.
• Educate and advise callers on their benefits, the system, and related processes.
• Process enrollment-related transactions.
• Take ownership of customer issues through to resolution.
• Research customer requests and follow up as needed.
• Troubleshoot customer issues.
• Document information into a client system to track customer interactions and solutions.

Company Information

At bswift, we empower our employees to make a meaningful impact. We are transforming benefits administration, making it simpler, smarter, and more human.

Work Schedule

Standard working hours are 8 AM - 5 PM Central Time, unless otherwise stated in the job description.