Contact Center Representative

US-MI-Ada
# of Openings
1
Category
Customer Success
Type
Regular Full-Time

Summary

PlanSource is a high-growth software company headquartered in Orlando, Florida with offices in Salt Lake City, Denver, Minneapolis, Foster City, CA, Charleston, SC, Grand Rapids, MI, Las Vegas and Blacksburg, VA. We are currently looking for a Contact Center Representative to provide support to employees/consumers, utilizing the PlanSource Platform. Ensure that client expectations are continually met or exceeded.

 

About the Contact Center Representative Position

As Contact Center Representative you will provide help desk support through phone, email and chat services while supporting general questions related to utilizing the online enrollment software

 

Your responsibilities will include:

  • Document client activity (calls, emails, chat) via CRM tracking software
  • Research information and contact clients when follow-up as required. Research can involve a number of resources, such as asking other team members, using online databases, reviewing documentation, or asking other knowledge experts within PlanSource
  • Facilitate client issue/inquiry resolution by working with 3rd parties and health insurance carrier contacts
  • Provide professional and courteous service to every caller and ensure issues are resolved in a timely manner and escalate issues to appropriate resources, as necessary to ensure resolution
  • Escalate items that are not resolved in accordance with SLA’s
  • Additional tasks may be required as determined by management

Hours for this position are Monday - Friday 8am-5pm

About You

As a Contact Center Representative you will have 1-3 years’ experience in a related field with a strong customer orientation and a passion for helping others.   Your integrity and sense of ownership in work and service will drive you to success.

 

In addition you will:

  • High School Diploma, college degree or job experience equivalency
  • Knowledge of employee benefits and the administrative aspects of benefit issues such as compliance and eligibility is preferred.
  • Strong keyboarding skills
  • Excellent written and verbal communication skills
  • Strong problem solving skills
  • Familiar with Microsoft Office
  • Excellent analytical skills with high attention to detail
  • Excellent organization and prioritization skills       
  • Ability to be an effective team member
  • Must be able to work outside of normal work hours
  • Work independently in accordance with established guidelines
  • Maintain a high level of confidentiality
  • Ability to work efficiently in a high demand and fast paced environment
  • Bilingual Spanish ability a benefit 

What We Offer

  • Great compensation package, including a full suite of benefits.
  • The chance to work for a fast-growing, established tech company, and work side-by-side with a dynamic team of talented professionals.
  • Fast-paced environment with big goals and the opportunity make a big impact.

 Top ten reasons to come to PlanSource:

 

#10: The size is right. Join a well-funded, established tech company that’s growing fast but is still small enough for you to have a big impact.

 

#9: We are on a roll. Be part of a winning team – More than 10,000 employers and 3.5 million consumers use the PlanSource Platform for benefits shopping, enrollment, billing and ongoing administration.

 

#8: Success is rewarded. With more than just a pat on the back, your success is recognized and rewarded. We take care of our employees in every way we can, with comprehensive benefits, cool perks, fun offices … and no-holds-barred Nerf wars.

 

#7: You can grow and develop professionally. PlanSource has a great track record of internal promotions and also filling open positions within the company.

 

#6: We give you the support you need. Different departments support you and provide you with the access and tools you need to succeed.

 

#5: Our business model is strong. With a leveraged sales model, our network of partners helps the organization succeed.

 

#4: Strong partnerships fuel your success. National partnerships with leading insurance carriers such as MetLife, Humana, Guardian and Unum provide a competitive advantage and added credibility.

 

#3: The benefits industry is on fire. Legislation including the ACA has created an urgent and pervasive need in the marketplace for our technology.

 

#2: PlanSource has the right product. Show off our sophisticated cloud-based technology that meets the needs of even the most complex benefit programs.

 

#1: PlanSource is the right company. Join an up-and-coming high-growth technology company that is well funded and values its employees and their families.

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