Customer Service Representative (10:00am-6:00pm shift)

Job Description

Customer Service Representative | FloresHR

The Tone:
This is a full-time remote role at FloresHR. FloresHR is a company focused on providing innovative benefit solutions for clients and building a remarkable team. This Customer Service Representative role is crucial as it serves as a direct liaison between the company and its participants, ensuring a great experience and supporting a top-level company priority.

The TL;DR
• Role: Full Time
• Type: Monday through Friday, 10:00am-6:00pm EST
• Location: Remote (AL, AK, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, ME, MI, MT, MS, MO, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, WI, WV, WY)

• Team: Reports to the Customer Services Manager
• Mission: To serve as a liaison between the company and participants, addressing inquiries and processing requests to ensure a positive benefits experience.
• Tech Stack: Alegeus, CRM system, Microsoft (Outlook, Word, Excel)

What You’ll Actually Do
• Participant Support: Field phone calls and emails from participants regarding account balances, debit card declines, claims, website support, and card orders.
• Data Processing: Process various forms including pay frequency, debit card authorization, and HIPAA forms, ensuring timely data entry.
• Claims Resolution: Research and provide accurate responses to participant questions related to claims.
• Documentation: Send routine confirmation and documentation request emails and letters to participants.
• Record Keeping: Log and tag all received calls to support internal communication and excellent customer care practices.

The Must-Haves
• Background: High school graduate/GED recipient. An Associate’s or Bachelor’s degree is preferred but not required.
• Experience: At least one year of professional work experience, preferably with phone customer service experience in a call center or high call volume environment.
• Skills: Detail-oriented with strong organizational and prioritizing skills, ability to be flexible and multi-task, strong interpersonal skills, above-average analytical and problem-solving skills, proficiency in Microsoft and other web-based products.
• Bonus: Experience in benefits management (CDH and COBRA knowledge) is highly preferred. Experience using a CRM system preferred, specifically the Alegeus system. Available to train for 3–4 weeks, Monday through Friday from 8:30am-5pm, EST. Access to high-speed internet and the ability to connect workstation directly to router or modem using an Ethernet (hardwired) connection.