Participant Support Representative / COBRA

Participant Support Representative / COBRA

Location: Coldwater, MI

Job Summary:

Under the direction of the Participant Support Manager and Supervisor, the Participant Support Representative will work as part of a team to ensure accurate and timely daily processing and telephone support. The Participant Support Representative will develop and sustain excellent customer service qualities that promote the growth of iSolved Benefit Services.

Core Job Duties:

• Respond accurately to participant inquiries in a timely manner with a high degree of professionalism.
• Use probing questions to fully uncover the participant's needs.
• Use the "leave no stone left unturned" philosophy in all communications.
• Participate in either COBRA or FBA Participant Support phone queue to assist participants as needed.
• Schedule and conduct follow up on unresolved issues.
• Appropriately escalate issues for participants as prescribed by iSolved Benefit Services standard operating procedures.
• Accurately document all communications.
• Accurately complete all assigned processing tasks.
• Participate in customer service training related to knowledge and skill enhancements.
• Additional duties as assigned.

Minimum Qualifications:

• Experience with Microsoft Office products
• Strong customer service, organizational and communication skills
• Ability to multitask and work effectively in a fast-paced environment
• Ability to clearly communicate information both verbally and in writing
• Knowledge of the principles and techniques of customer service skills; ability to deal diplomatically with irate individuals
• Problem analysis, troubleshooting and problem-solving skills
• Ability to operate basic office equipment, e.g., computer terminals, printers, copy machines, telephone systems, facsimile machines
• Ability to access, operate and maintain various software applications.
• Ability to perform routine mathematical computations and tabulations accurately and efficiently

Education and Experience:

• High school diploma or equivalent required.
• 2-3 years previous experience in a professional customer facing business office environment.

Physical demands and work environment:

While performing the duties of this job, the employee is regularly required to sit, stand, walk, talk and hear. The employee is required to use hands. Specific vision abilities required by this job include close vision for written work and PC use. The noise level is usually fairly quiet.

isolved offers competitive total rewards including health & welfare benefits, career development and advancement opportunities, 401k match, annual merit and pay for performance bonus eligibility and a flexible, safe work environment.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers ' who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

Salary : $38,000 - $48,100