Customer Service Representative
The Judge Group Inc.

King of Prussia, Pennsylvania


Location: King of Prussia, PA
Description: Our client is currently seeking a Customer Service Representative

This position is for an entry-level support staff in Customer Service, who works on routine tasks under moderate supervision. He or she provides basic support to clients by responding to customer inquiries and answering, documenting, and monitoring call center interactions.

This job will have the following responsibilities:

  • Responsible for answering inbound/outbound calls related to Health & Welfare approximately 85% of the work day;
  • Follow-up on calls that need additional assistance or have been escalated to Tier 2 or 3;
  • Research and identify information to resolve customer inquiries by using available resources such as, but not limited to call center worker instructions, Knowledge System and other client process materials;
  • Identify and escalate issues that may affect the quality of service, cause technical challenges or place clients SLA's at risk;
  • Partner with internal team members to ensure that requests are handled appropriately and in a timely manner;
  • Route calls to the appropriate carriers as required by client specific process;
  • Use sound judgment, escalate issues as needed;
  • Identify, document and communicate reoccurring problems and/or trends, as appropriate;
  • Participate in all client specific, Open Enrollment (OE) and on-going events and training sessions organized by the training department such as meetings, mentoring, peer feedback and Trion University;
  • Participate in procedure reviews to create improved efficiencies and best practices;
  • Perform other duties or special projects as assigned.
Qualifications & Requirements:
  • High school diploma or GED equivalency is required, college degree preferred;
  • Minimum of 1 year experience within a customer service or call center capacity;
  • Related exposure to employee benefit plans is preferred;
  • Experience within a third party administration, benefits brokerage, health and welfare consulting, health care, or insurance related industry is highly preferred;
  • Bilingual in English and Spanish is highly preferred;
  • Proficiency in the Microsoft Office Suite, including Word, Excel and Outlook is required.
  • Strong organizational, analytical skills and strong attention to detail;
  • Excellent troubleshooting, decision making and problem solving skills;
  • Solid interpersonal, verbal and written communication skills;
  • Ability to work well independently and as a team member;
  • Ability to multitask and successfully operate in a fast-paced work environment;
  • Ability to prioritize projects and meet deadlines;
  • Ability to follow through on and successfully execute tasks while adhering to specified quality standards;
  • Demonstrated ability to provide superior customer service and maintain positive relationships with client contacts;

Contact: rgoel@judge.com

This job and many more are available through The Judge Group. Find us on the web at www.judge.com


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